Customer Service Wine Advisor

Location: Darlinghurst, SydneyType: Casual, up to 38 hours a weekStart date: 17th August
About usOur founder, Tony Laithwaite started out as a bottle washer at a winery in Saint-Émilion. He came home with a hired van full of Bordeaux and shared it with friends. More than fifty years on, the business is still family owned, buying direct from family wineries and selling direct to the people who drink the wine. The relationships his team built with Australian producers back then are still in place today.
We taste over 40,000 wines a year, and fewer than 800 make the range. Every bottle carries a full money-back guarantee: if a customer doesn't love it, we refund them and collect it.
Our Australian business runs from Darlinghurst in Sydney and delivers nationally.
The roleCustomers call us to order wine, and it's your job to look after them while they do.
You'll also recommend the products and services that suit each customer, which is what takes this role beyond a standard service desk. It's why we measure you monthly not just on call quality, but on what you sell and whether customers stay with us.
What you'll doTake inbound calls from customers placing orders, managing accounts, and asking for helpRecommend products and services matched to the individual customer, not read from a scriptResolve queries on the first call wherever possible, using approved methods so customers get consistent answersBring the same standard of care to your last call as your firstHit and beat monthly targets across service, sales and retention
What you'll bringPrevious call centre or customer service experienceA genuine interest in wine (WSET welcome, not required)A valid RSAAn instinct for tailoring a solution to the person in front of you, rather than defaulting to a standard answerClear communication and the ability to build rapport fast with someone you've never metConfidence with Microsoft Office and a willingness to learn new systemsReliability and punctuality across your rostered shifts
The practical detailCasual role, with hours rostered to call volumes rather than guaranteed. Expect up to 38 hours a week during busier periods, and lighter hours in quieter stretches (January especially)Two weeks of full-time training with your intake before you take a live call, starting 17 AugustHourly rate plus superannuation, with commission on topSome roles may convert to permanent full-time after six monthsOn-site in Darlinghurst, SydneyYou'll need work rights covering full-time hours during training and up to 38 hours a week afterwards. Australian citizens, permanent residents and working holiday visa holders are all welcome. Student visa holders are capped at 48 hours per fortnight during term, below what this role requires
ApplyDoing Things Beautifully is at our core. Laithwaites is proud to be an equal opportunity employer, and we welcome applications from everyone, regardless of race, sex, sexual orientation, religion or belief, age, or disability.
Send us your CV and a short note on your availability from mid-August. We'll get back to you quickly to talk through the role, the shifts and the training dates.