Customer Service Coordinator

About the role

WSET is looking for a Customer Service Coordinator to join its global team, supporting learners and Approved Programme Providers across a range of channels. The role contributes to a culture of curiosity, continuous improvement and empathy while delivering high‑quality service.

Key responsibilities

• Provide a consistently high level of service to all WSET customers and resolve enquiries received via email, phone, web‑chat and other channels within agreed KPIs.
• Support the administration of WSET services for both APPs and students, ensuring efficient processes and best‑in‑class service.
• Collaborate with internal teams to share knowledge of tools, processes and departmental responsibilities to aid quick query resolution.
• Assist the Customer Service Manager in maintaining and improving tools, resources and processes used by the team.
• Champion customer‑focused initiatives and communicate service imperatives across the business.

Required profile

• Experience in fast‑paced customer service environments, handling enquiries through multiple channels.
• Proven track record of meeting performance objectives and delivering resolutions.
• Strong collaboration skills and ability to devise creative solutions to business challenges.
• Excellent written and verbal communication in English.

Required skills

• Experience using query or case‑management software.
• Familiarity with Learning Management Systems (LMS) to support users.

What we offer

• Annual salary between HK$358,000 and HK$360,000.
• Hong Kong benefit options to be discussed during later stages.