As a Wine Club Customer Service Representative, you will be the primary point of contact for members of our exclusive wine club. This role requires a passion for wine, exceptional customer service skills, and the ability to engage with members to ensure a positive and personalized experience. You will be responsible for addressing inquiries, resolving issues, and fostering a strong rapport with wine club members.
Responsibilities:
Customer Engagement:
Build and maintain strong relationships with wine club members through various communication channels, including phone, email, and chat
Provide personalized assistance to members, offering recommendations, and addressing inquiries related to wine selections, shipments, and membership benefits
Order Processing and Fulfillment:
Process and manage wine club orders, ensuring accuracy in product selection, shipping details, and billing information
Collaborate with internal teams to coordinate the timely fulfillment of wine club shipments and track deliveries to ensure a seamless customer experience
Issue Resolution:
Address member concerns and resolve issues promptly and professionally, ensuring a high level of customer satisfaction
Collaborate with internal departments to resolve complex problems and ensure a positive resolution for wine club members
Membership Management:
Assist in the onboarding of new wine club members, providing information on benefits, perks, and exclusive events
Maintain accurate and up-to-date member records, including preferences, contact information, and order history
Communication:
Communicate effectively with members regarding upcoming wine releases, events, and exclusive offers
Proactively reach out to members to gather feedback, preferences, and suggestions to enhance the overall wine club experience
Sales and Upselling:
Identify opportunities to upsell and cross-sell wine club memberships, exclusive releases, and related products
Collaborate with the sales and marketing teams to promote special promotions and events to increase member engagement and satisfaction
Qualifications:
Previous customer service experience, preferably in the wine or hospitality industry
Strong knowledge and passion for wine, including an understanding of different varietals, regions, and winemaking processes
Excellent communication skills, both verbal and written
Ability to multitask, prioritize, and work efficiently in a fast-paced environment
Attention to detail and accuracy in order processing and data management
Problem-solving skills and the ability to handle challenging customer situations with professionalism
Proficiency in using customer service software, CRM systems, and other relevant tools
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Seniority level
Entry level
Employment type
Full-time
Job function
Other
Industries
Internet Publishing
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