Customer Service Agent | Meridian Wine Distribution | Brackenfell | Cape Town

Are you passionate about delivering exceptional customer experiences and building strong relationships? Meridian Wine Distribution is looking for a Customer Service Agent based in Brackenfell, Cape Town to join our team. If you are professional, customer-focused, detail-oriented and thrive in a fast-paced environment, we’d love to hear from you.

Key responsibilities**:**

• Attend to customer queries relating to orders, deliveries, order status, and service matters.
• Resolve customer queries accurately and within agreed service timelines.
• Escalate unresolved or complex queries to the Customer Service Supervisor or relevant department.
• Keep customers informed of query progress and outcomes where required.
• Build and maintain professional relationships with customers and clients.
• Liaise with customers to understand order requirements and service expectations.
• Communicate service updates clearly and professionally.
• Support customer satisfaction through responsive and helpful service.
• Ensure valid orders are captured and processed within required timelines to protect revenue.
• Reduce financial risk by preventing order capture errors and incorrect processing.
• Support accurate order processing for accounts affected by credit or finance holds.
• Escalate order, account, or processing issues that may impact billing or delivery.
• Capture all customer orders received via email and telephone accurately in the BC system.
• Ensure orders received before cut-off times are captured daily.
• Action and clear order inbox emails by close of business.
• Confirm that order details are complete before processing.
• Capture customer order lines accurately in accordance with SOPs and order capture accuracy requirements.
• Check order information before releasing orders for processing.
• Minimise order errors linked to incorrect products, quantities, pricing, or delivery details.
• Correct or escalate order discrepancies timeously.
• Monitor open sales orders in BC and action them in accordance with SOPs.
• Release or delete open sales orders where required.
• Ensure all open sales orders are resolved by close of business, weekly cut-off, and month-end.
• Follow up on partial orders to support accurate and timely order fulfilment.
• Capture sales quotes accurately in accordance with SOPs.
• Convert sales quotes to sales orders where required.
• Ensure quote-to-order conversion is completed accurately and timeously.
• Maintain accurate records of sales quote activity.
• Identify customer accounts placed on hold.
• Initiate queries with Finance by recording required details on the Blocked Accounts shared document.
• Follow up on blocked account matters where required.
• Communicate account-related delays to relevant stakeholders professionally.
• Manage customer service inboxes using appropriate email etiquette.
• Action emails timeously and ensure inboxes are cleared by close of business.
• Send email order confirmations in accordance with SOPs.
• Maintain clear, professional, and accurate written communication.
• Answer incoming calls within agreed service levels.
• Apply professional telephone etiquette during all customer interactions.
• Transfer or escalate calls to the appropriate person or department where required.
• Support call handling targets, including answer time and abandoned call rate.
• Answer incoming calls within agreed service levels.
• Apply professional telephone etiquette during all customer interactions.
• Transfer or escalate calls to the appropriate person or department where required.
• Support call handling targets, including answer time and abandoned call rate.
• Answer incoming calls within agreed service levels.
• Apply professional telephone etiquette during all customer interactions.
• Transfer or escalate calls to the appropriate person or department where required.
• Support call handling targets, including answer time and abandoned call rate.
• Manage daily workload to maintain quality and productivity standards.
• Plan and prioritise tasks according to cut-off times and customer service requirements.
• Demonstrate flexibility when responding to changing business or departmental needs.
• Balance individual objectives with team and organisational priorities.
• Manage daily workload to maintain quality and productivity standards.
• Plan and prioritise tasks according to cut-off times and customer service requirements.
• Demonstrate flexibility when responding to changing business or departmental needs.
• Balance individual objectives with team and organisational priorities.
• Manage daily workload to maintain quality and productivity standards.
• Plan and prioritise tasks according to cut-off times and customer service requirements.
• Demonstrate flexibility when responding to changing business or departmental needs.
• Balance individual objectives with team and organisational priorities.

Education and experience:

• Grade 12 or equivalent.
• Minimum 1 year call centre or customer service experience.
• Customer service, query management, order placement, and ERP system experience.
• Computer literacy; experience using ERP/order management systems beneficial.
• Valid right to work in South Africa; passed credit and criminal checks where required.
• Ability to work under pressure during high-volume order periods.

If you’re commercially driven, execution-focused and passionate about creating standout brand experiences, we’d love to hear from you.

Please do not apply for the position if you do not meet the minimum requirements.

Should you not receive a response to your application within two weeks, please consider your application unsuccessful.