About Us
WINEDEPOT is an exciting new start-up that aims to simplify and improve the wine supply chain by connecting the various stakeholders using technology. We are in the process of launching a B2B Marketplace that will revolutionise alcohol distribution.
We are looking for an experienced, ambitious and hands-on Customer Service Specialist to join our rapidly growing team of passionate professionals.
The opportunity
Our mission is to engage with our community of Wineries and buyers. This means we need our front-line Customer Support Team to be absolute specialists in our offering, our business model and our customers. You will be supporting customers via multiple channels including phone, email and Live Chat.
Your responsibilities:
- Deliver a best in class customer experience in a high-volume, customer service environment through multiple channels.
- Handle all customer queries with the goal of providing an efficient, effective resolution while delighting our customers, going above and beyond to build loyalty and advocacy
- Deliver on all team and individual KPIs, including productivity targets and customer satisfaction metrics (CSat, NPS and Retention Rates)
- Be open and receptive to feedback and coaching as we pride ourselves on living our continuous improvement mindset
- Positively contribute to our passionate, customer-oriented, and results-driven team!
Your ideal experience
- Minimum 2-year professional experience in a fast-paced, results-driven environment where you were managing internal or external customer requests. This may have been a contact centre for an e-commerce business.
- Logistics experience (experience working with courier partners on investigation’s where packages are etc)
- Knowledge and experience within the Wine industry is desirable, but not mandatory
- Tertiary qualification desirable, but not mandatory
- Fast learner with strong fluency in Web Technologies and the Internet
What awesome looks like
- Exceptional English written and verbal communication skills - You can compose thoughtful, personalised responses to customers
- High EQ to truly connect with customers, ask quality questions and anticipating needs
- Customer-centric mindset and natural tendency to go above and beyond to solve problems
- Outcome-oriented / results-driven - thrives on solving issues efficiently while giving an excellent experience
- Excellent problem solving and listening skills, using strong judgement and patience to manage the most complex customer requests
- Resilience for troubleshooting & dealing with difficult stakeholders (you love turning these situations around)
- Strong time management skills and naturally well organised - You work efficiently within time constraints and are able to cope with a variety of demands and prioritise tasks
- High self-motivation & discipline to work effectively from home and independently resolve customer issues
- High-level professionalism and maturity
- Business Development skills – a willingness and a social style to engage with customers about purchase decisions.
Work Perks
Fun and dynamic team environment
A flat structure work culture where all team members and ideas are valued equally
More details about the business can be found at www.winedepot.com
Next Steps
This is an exciting time to join a disruptive organisation led by an industry veteran that has seen significant success since inception. If you think you possess the necessary skills and experience to be successful in this exciting role, please APPLY NOW.
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