Customer Service Coordinator

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).

WSET is a global organisation and we are proud to have people who work for us all over the world. We have people in Australia, Canada, China, Hong Kong, Singapore and the USA as well as the UK.

The successful applicant will contribute to a culture that values curiosity, striving for better and leading with empathy within WSET.

WSET fosters a welcoming, empathetic and inspiring culture that empowers our global talent to innovate and thrive.

We recognise that strong candidates may not meet every requirement listed. If you bring a growth mindset, a strong interest in learning and teaching, and transferable skills that would help you succeed in the role, we would encourage you to apply. We value curiosity, adaptability and commitment to excellent learner experience alongside direct experience of specific tools and systems.

The 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. You will embody and exemplify WSET’s values in your mindset and behaviours.

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.

Any offer of employment or your ongoing employment is conditional upon the successful completion of a thorough background check by an independent third party.

PRINCIPAL DUTIES AND 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.

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.

Other

• 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.

SKILLS & COMPETENCIES

Essential

• 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

Desirable

• 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

Any offer of employment or your ongoing employment is conditional upon the successful completion of a thorough background check by an independent third party.

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

Available to Applicants in Delaware, California, Connecticut, Florida, Georgia, Illinois, Kansas, Massachusetts, Maryland, North Carolina, New Jersey, Nevada, New York, Ohio, Pennsylvania, Texas, Virginia, Washington, and Wisconsin.

Salary Range:$45,000 to $47, 000 USD

Working Hours: This role requires a later work schedule to ensure overlap with business hours across our Asia-Pacific offices. A schedule of 11:00 AM to 7:00 PM PST is preferred, but flexibility may be available for the right candidate.

USA Benefits

WSET Americas offers a comprehensive benefits package to support our employees, subject to elections and eligibility. Some key highlights of our benefits package include:

• Competitive PTO and Holiday Schedules

• Competitive Health Benefits including Medical, Dental, Vision, and Employee Assistance Program (EAP)

• Bonus Eligibility

• Retirement Savings

US Applicants Only: 

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL:
While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to climb or balance; stoop; kneel, crouch, and taste or smell. The employee must regularly lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, peripheral vision, and ability to adjust and focus.

DISCLAIMER: 

This is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. 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.