Inbound Wine Adviser

Laithwaite''s Wine People is part of the Laithwaites Wine group, which today serves more than 1,000,000 customers internationally, with businesses in the UK, the USA, Australia, New Zealand, Hong Kong and Taiwan. We sell more wine to more people than anyone else. The company was started by wine merchant Tony Laithwaite in the 1960s when he drove a small van of Bordeaux from Saint-Emilion to sell from a railway arch in Windsor, England and remains proudly family owned to this day. We have been active in Australia for over 10 years and continue to show strong growth year on year in this market. We have a fantastic range of great Australian wines and no-one does imported wines better than us. Our brands here in Australia are Laithwaites Wine People, the Australian WINE and Virgin Wines. We pride ourselves on delivering the very best in customer service and globally we have been recognised as amongst the best there is when it comes to customer care.

Inbound Wine Adviser
Our team of inbound wine advisers is probably the most valuable team in our business. As an inbound wine adviser you will be talking to all of wonderful customers, helping them to place orders, resolving their queries and managing their accounts. You will need to reflect our businesss dedication to the highest level of customer care in every contact with every customer. As such you will need thorough knowledge of our products and procedures (training will be supplied) and most importantly a positive and diligent commitment to customer service. You will also be expected to up-sell and upgrade customers accounts where appropriate.
This is a full time permanent role (following a short probationary period).

Key Responsibilities:

• Providing a consistently high level of service and care on all calls with our customers.
• Ensuring that customer calls are resolved quickly and thoroughly with a focus on first call resolution and minimising any potential inconvenience for our customers.
• Ensuring that customers are well informed about all of our products, offers and services and finding the best ones to suit them.
• Resolving queries using the manner and method that the business prefers.
• Achieving all targets set, including productivity and sales targets.

• Passionate and enthusiastic about customer service, with either good wine knowledge or a thirst to learn more about it.
• Strong communication skills and the ability to quickly build rapport.
• Fast learner, comfortable and competent with web based applications.
• The ability to quickly identify what is the best course of action for each customer.

• WSET qualification.
• Previous experience working in a call centre environment.

• Approachable, helpful and cheerful disposition.
• Fully committed to delivering the very best customer service.
• Reliable, punctual and self motivated.