Customer Service Coordinator

WSET is the world’s leading provider of qualifications in wines, spirits, beer and sake, delivering over 140,000 exams each year. The Customer Service Coordinator is responsible for providing high-level customer service, resolving enquiries, and contributing to continuous improvement within the customer service function.

Responsibilities:

• 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
• 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
• Contribute to the Trust by undertaking other various tasks as required
• Evolve in the role alongside the evolution of the dedicated WSET Customer Service function

Requirements:

• 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 workstreams 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)
• Customer service-related qualifications or experience
• Additional languages relevant to WSET customers
• Experience in order fulfillment, with familiarity with order management systems