Fine Wine and Spirits Customer Service Advisor

Hedonism Wines is a ground-breaking, award-winning fine wine and spirits retailer situated in the heart of Mayfair. We are looking for a Fine Wine and Spirits Customer Service Advisor to join our exceptional team and help deliver an outstanding level of first-class service.

This is a new role that we have created to assist in the growth of our ecommerce operation and expansion of the business.

This role would be ideal for someone who takes pride in building genuine customer relationships, enjoys problem-solving and has a passion for wine and spirits. Though the main focus of the position will be customer engagement it is a varied role and you will be required to work closely with the dispatch and delivery team as well as many departments across the business.

About the Role

As a Customer Service Advisor at Hedonism Wines, you will be responsible for:

Providing a first-class service experience to customers over the phone and via email.
Managing enquiries efficiently and with confidence, ensuring customers feel valued and supported
Assisting with order processing, delivery updates and any after-sales support required
Maintaining accurate records and clear communication throughout the customer journey
Collaborating with our sales, shipping and buying teams to ensure seamless service
Assisting customers with their reserves and bonded offers
Booking deliveries and working closely with our 3PL partners.

About You

The ideal candidate will have:

A friendly, professional and confident communication style
A genuine passion for service and attention to detail
Ability to manage multiple enquiries with composure and confidence
A proactive attitude and willingness to learn
Good spoken and written English are essential with additional languages an advantage.
Experience with high-end customer service.
Decent knowledge of fine wine and spirits is a bonus but genuine interest and willingness to learn is key.
Experience with En-Primeur and a bonded environment would be beneficial but is not essential.