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. As the world’s leading provider of qualifications in wines, spirits, beer and sake, we deliver 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 with team members in Australia, Canada, China, Hong Kong, Singapore, the USA, and the UK.

The successful applicant will contribute to a culture that values curiosity, strives for better, and leads with empathy. We foster a welcoming, empathetic, and inspiring environment 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 passion for learning and teaching, and transferable skills, we encourage you to apply.

About the role

As Customer Service Coordinator, you will help drive continuous improvement and customer focus to deliver a high-level of service. You will respond to customer enquiries across multiple channels, ensuring all customers receive the best possible support in line with agreed KPIs and SLAs. Your success will be measured by the value you add through high-quality, customer-centric performance and your contribution to WSET’s culture and values.

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

Responsibilities

• Provide a consistently high level of customer service to all WSET customers.
• Take ownership of resolving customer service enquiries received via any 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.
• 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 to deliver WSET services and address customer queries.
• Champion and communicate customer service imperatives and actions across the business, collaborating with relevant stakeholders.
• Contribute to the Trust by undertaking other 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 a variety of channels (e.g., email, phone, webchat).
• 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.

Qualifications

• 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.

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.

Pay

$45,000 to $47,000 USD

Schedule

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.

Benefits

• Competitive PTO and holiday schedules.
• Competitive health benefits including medical, dental, vision, and Employee Assistance Program (EAP).
• Bonus eligibility.
• Retirement savings.

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: Regularly required to sit and talk or hear. Frequently required to stand, walk, use hands to finger, handle, or feel, and reach with hands and arms. Occasionally required to climb or balance, stoop, kneel, crouch, and taste or smell. Must regularly lift and/or move up to 50 pounds.
• Specific vision abilities required include close vision, distance vision, depth perception, peripheral vision, and ability to adjust and focus.