CX Representative (Wine Jobs: Management & Administration)

  Vivino

  Hong Kong, Central and Western

Role & Description of Responsibilities 

Overview

Ready to join a vibrant start-up, building the world's #1 wine app and wine community? Now’s the time to get involved - especially if you love wine as much as we do.

We’re looking for an experienced customer service expert to help us with day-to-day customer order management for Vivino’s business verticals in Hong Kong. You’ll rock in this role as you continue to foster great working relationships with Vivino’s users ­­and ensure our support experience is amazing. You’re going to support all customer service functions and communications as part of a small and fast growing talented team.

Be dynamic, passionate, and a self-starter who cares deeply about customer satisfaction and you shine here.

You will quickly become a Vivino product expert so that you can help our customers with achieving the most value from Vivino’s platform. The work you do will have a direct impact in bringing great wine to wine drinkers and wine collectors with the satisfaction of knowing you’re helping build the world’s largest wine marketplace.

Responsibilities include the following:

• Deliver high-quality service across multiple support platforms (email, phone and live chat)
• Provide 100% quality control review of all new wine orders made on our platform before passing them over for fulfillment to our partners.
• Use your super online shopping experience to search for the best wine on our platform for our customers making recommendations on cross-selling opportunities or up-selling opportunities where appropriate.
• Place outgoing calls and send emails to follow up on customer’s questions
• Build loyalty among new customers and get our early adopters to fall in love with Vivino over and over again.
• Own issues triage and escalate to product, engineering or other stakeholders.
• Own ticket resolution and provide updated status to team members and affected users.
• Monitor wine orders and ensure consumer orders are on track for on-time fulfillment against established SLAs.
• Provide weekly insights into consumer feedback and areas of opportunity for improvement across the business.

Qualifications:

• Support experience in a high-volume environment, including service industries, retail, hospitality or other support environments.
• Significant experience using ticketing platforms
• Move fast and provide creative solutions and recommendations to customer needs
• Experience supporting technical or data products is highly preferred
• Experience with B2C customer service is preferred
• Minimum typing speed of 45 WPM
• Interest in wine & the wine industry - a huge plus of course
• Excellent written and verbal communication skills
• Be awesome. Yep, that’s right. AWESOME.

About Vivino

Vivino is the world’s largest wine app, with over 28 million community members worldwide and growing. We are a fast paced, growing organization with an office in downtown San Francisco, as well as Copenhagen, Denmark, Ireland and Hong Kong. The core feature of Vivino allows users to take a photo of any wine label and learn everything there is to know about that wine, all of this knowledge is crowdsourced from Vivino’s 30 million users, and is 100% free.

Vivino is expanding to offer wine via our marketplace, providing a quick and convenient means to shopping from your any device or platform. Work culture is fun and engaging, with trips to wine country and fantastic wine around the office. Team members are spread out across the world, offering a unique challenge. Ideal candidates will be highly motivated to be a key contributor to our vision of improving the wine experience of everyday wine drinkers.

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