DTC Assistant | Brackenfell | Cape Town at Managed People Solutions

Job Description

• Meridian Wine Distribution is seeking a DTC Assistant to join our team, based in Brackenfell, Cape Town. The role supports the DTC Warehouse Logistics Manager and focuses on maintaining high service standards while ensuring excellent customer satisfaction through efficient coordination and communication.

Responsibility includes:

• Ensure proactive communication with customer / client is on-going until query resolution.
• Ensure availability to all customers / clients both telephonically and electronically in accordance with KPI.
• Ensure effective communication is maintained with relevant internal departments or contacts to ensure efficient resolve of issues and queries.
• Ensure all customer queries received via all channels, are addressed effectively and timeously in accordance with KPI
• Obtain and evaluate relevant information from customers regarding queries and assess needs to achieve satisfaction.
• Obtain and evaluate all relevant information for solutions of customer queries, by using correct contact persons or systems.
• Provide solutions that are accurate, valid and complete. Queries are addressed timeously and follow up is done to ensure resolution.
• Ensure accurate records of customer queries are maintained and ticketed correctly to ensure easy accessibility.
• Continuously monitor orders placed for non-integrated clients and ensure continuous communication to notify the client / farm of order processing and fulfilment.
• Continuously monitor orders placed for out-of-stock items and ensure continuous communication to notify the DTC Warehouse Logistics Manager of no-supply.
• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained.
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organisational needs.

Qualifications and Experience:

• Grade 12
• 1-year Customer Service experience
• Interpersonal skills, Communication skills, Customer relationship skills and Customer service orientation
• PC proficient (MS office suite: word, excel, presentation / Google office suit and email).