Wine Sales & Customer Experience Specialist

About Keen!

Welcome to Keen, where art meets science. We're more than just another service provider or an outsourcing company. Keen acts as an integral extension of our clients' teams and business goals. Join our group of tastemakers specializing in digital marketing, creative, and customer experience, driving growth for our global clientele. Our vision is an ambitious one: to have best in class leaders and a culture of delivering excellence globally.

If you're keen to advance your career, embrace challenges, and redefine what's possible in the digital realm, you might just be the perfect fit for our dynamic team. Join us, and let's unlock the full potential of our clients' brands together.

Role Description

We are seeking an experienced Wine Sales & Customer Experience Specialist to provide exceptional, white-glove support for our client, a leader in online wine sales. The ideal candidate will respond to inquiries across multiple platforms, help guide customers through their wine purchases, and follow up to ensure satisfaction—all while contributing to sales growth. If you're passionate about wine, eager to deliver outstanding customer experiences, and motivated by closing sales, this role offers a unique opportunity to share your passion with others.

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.

• 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.

• Transportation and Medical Aid stipend
• Hybrid remote/in-office
• Birthday off
• Professional development & training opportunities
• & More being added!