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Wine Sales & Customer Experience Specialist

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KEEN

1mo ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    Sales & Business Development
  • Cape Town
  • Quick Apply

AI generated summary

  • You should have customer service and sales experience, wine knowledge, strong communication skills, CRM familiarity, and problem-solving abilities. Hybrid role in Foreshore, Cape Town.
  • You will provide personalized customer service, guide wine selections, build relationships, follow up post-purchase, identify upselling opportunities, and maintain thorough product knowledge.

Requirements

  • Proven experience in customer service and sales, preferably within a premium product sector.
  • Strong passion for wine, with some knowledge of wine varietals, regions, and food pairings; wine industry experience is a major plus.
  • Excellent English communication skills, both written and verbal – capable of delivering a warm, friendly, and professional customer experience.
  • Ability to manage multiple customer touchpoints (live chat, social media, phone, and SMS) with ease and efficiency.
  • Strong interpersonal skills, problem-solving abilities, and a drive to exceed customer expectations.
  • Experience with CRM software or customer support tools is required.
  • Experience with Shopify is a plus.
  • This is a full-time position, working from 10 am to 7 pm EST (4 pm to 1 am SAST), assisting customers in the U.S.
  • The role is hybrid but primarily in-office, based at our office in Foreshore, Cape Town.
  • The ability to commute to and from the office in Foreshore is required.

Responsibilities

  • Provide personalized and attentive customer service via live chat, messaging, phone calls, social media, and SMS.
  • Guide customers through the wine selection and sales process, offering expert recommendations to enhance their shopping experience.
  • Build relationships and trust with customers by responding promptly and thoughtfully to their inquiries.
  • Utilize deep product knowledge to assist with questions about wine varieties, regions, and pairings – focusing on French wines.
  • Proactively follow up with customers post-purchase to ensure satisfaction and encourage repeat business.
  • Support sales initiatives by identifying upselling opportunities and helping to close sales with a customer-focused approach.
  • Maintain an in-depth understanding of wine products, trends, and market preferences.
  • Keep accurate records of customer interactions and feedback to help refine service processes.

FAQs

What is the job title for this position?

The job title is Wine Sales & Customer Experience Specialist.

What are the primary responsibilities of the Wine Sales & Customer Experience Specialist?

The primary responsibilities include providing personalized customer service, guiding customers through the wine selection process, following up to ensure satisfaction, identifying upselling opportunities, and maintaining knowledge of wine products.

What are the required qualifications for this role?

Required qualifications include proven experience in customer service and sales, a strong passion for wine, excellent communication skills, the ability to manage multiple touchpoints effectively, and experience with CRM software.

Is wine industry experience necessary for this role?

While wine industry experience is a major plus, it is not explicitly required. However, a strong passion for wine and knowledge of varietals and regions is essential.

What are the working hours for this position?

The working hours are from 10 am to 7 pm EST (4 pm to 1 am SAST).

Where is this position based?

This position is hybrid but primarily in-office, based at our office in Foreshore, Cape Town.

Is commuting required for this job?

Yes, the ability to commute to and from the office in Foreshore is required.

What benefits does Keen offer for this position?

Benefits include a transportation and medical aid stipend, hybrid remote/in-office work, a birthday off, professional development and training opportunities, and more being added.

What platforms will the Wine Sales & Customer Experience Specialist be using to interact with customers?

The specialist will interact with customers through live chat, messaging, phone calls, social media, and SMS.

Will I have opportunities for professional development?

Yes, Keen offers professional development and training opportunities for employees.

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KEEN

Driven by a passion for life outside, KEEN is a values driven footwear brand from Portland, Oregon.

Fashion & Arts
Industry
201-500
Employees
2003
Founded Year

Mission & Purpose

KEEN is a values led, outdoor footwear brand with a mission to responsibly create original and versatile products, improve lives, and inspire outside adventure. Founded in 2003, KEEN ignited a revolution in the footwear industry with the introduction of the Newport sandal, launching the concept of Hybrid footwear into the market and setting KEEN on a path of driving consistent product innovation that exists today. As a company, we strive to live by our values, from the products we make to the actions we take, and by activating communities and individuals to protect and preserve the places where we work and play. We passionately endeavor to live fulfilling lives, challenge the status quo, do good, give back, and inspire others. Looking ahead, our vision is to be the most trusted outdoor footwear and lifestyle brand in the world.