Job Description

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

Salary & Benefits

Salary HK$358,000 - HK$360,000

Hong Kong benefit options will be discussed during further stages of communication.

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.