Customer Service Agent | Brackenfell | Cape Town

Job Description

• 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.