Customer Service Co-ordinator - Full Time

WSET exists to empower people and support the drinks industry from producer to consumer. We offer a comprehensive suite of globally recognised qualifications covering wines, spirits and sake.

We are the world’s leading provider of qualifications in wines, spirits, beer and sake, delivering over 140,000 exams each year to candidates in over 70 countries via our network of Approved Programme Providers (APPs).

Customer Service Coordinator is responsible for contributing to an environment of continuous improvement and customer focus to deliver a high-level of service for our customers. You will take responsibility for responding to customer service enquiries via a range of channels and ensuring that all customers receive the best possible level of support in line with agreed KPIs / SLAs. Your success will be measured through the value you add to the organisation by driving continuous improvement and high-quality customer-centric performance, and your contribution to WSET's culture and values.

• Provide a consistently high level of customer service to all WSET customers
• Take ownership of providing resolutions to customer service enquiries received via any Customer Service channel in a manner consistent with WSET's Customer Service principles and agreed time frames.
• Support administration of WSET services in line with operational plans to deliver exceptional customer service to both APPs and students.
• Proactively learn about responsibilities, processes and tools used by different WSET departments to contribute to efficient resolution of customer queries.
• Contribute to creating an environment of continuous improvement and customer excellence to deliver an efficient, best-in-class service for our customers.
• Engender a customer focused and global approach through exemplary role-modelling.
• Contribute to the ongoing development of WSET's Customer Service function
• Support the Customer Service Manager in maintaining and improving tools, resources and processes used by the Customer Service team.
• Work in partnership with other internal teams, in delivering WSET services and addressing customer queries.
• Champion and communicate customer service imperatives and actions across the business, collaborating with relevant stakeholders.
• Evolve in the role alongside the evolution of the dedicated WSET Customer Service function.
• Experience of high-paced customer service environments, interacting with customers via variety of channels e.g. email, phone, webchat etc.
• Strong track record of personal performance and achieving objectives.
• Ability to collaborate across work streams and find creative solutions to business challenges.
• Excellent written and verbal communication skills in English
• Experience using query/case management software
• Experience working with or supporting users on a Learning Management System (LMS).

• Additional languages relevant to WSET customers
• Experience in order fulfillment, with familiarity with order management systems

NB - If you currently work for one of WSET's APPs, you may not be eligible to apply for this role subject to your future career plans and the nature of that role. If you work for an APP either in a self-employed or employed capacity and would like to discuss your eligibility, please contact the hiring manager.

Location:

Remote

WSET Americas offers a comprehensive benefits package to support our employees, subject to elections and eligibility.

• Competitive PTO and Holiday Schedules
• Competitive Health Benefits including Medical, Dental, Vision, and Employee Assistance Program (EAP)
• Bonus Eligibility
• Retirement Savings

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned, at any time.