Customer Experience Specialist, UK & EMEA (Trade‑In)

PCS Wireless UK Limited; Bracknell; Sur place; GBP 26 000 - 36 000; Plein temps

Résumé du poste

PCS Wireless UK Limited is hiring a Customer Service Specialist to support consumers in the UK and across EMEA from our London hub. You will handle orders, trade-ins, payments, returns and warranty, ensuring timely resolutions and adherence to SLAs.

You will work across phone, chat and email, guiding customers through trade-ins, orders and policy questions while protecting personal data in line with UK GDPR. The role requires flexibility for shifts, including weekends."

Qualifications

• 2–5 years in a consumer customer service or contact-centre role.
• Excellent written and spoken English.
• Experience working to contact-centre KPIs (service level, first contact resolution, response times).
• Experience across phone, chat and email support, juggling several programs, processes and tools.
• Hands-on use of ticketing tools.

Responsabilités

• Provide phone, chat and email support to customers across PCS Wireless programs.
• Support customers and clients’ retail and online store teams during each program’s business hours.
• Cover phone support for the UK and other EMEA countries from London hub.
• Answer questions on program terms, eligibility, orders and policies.
• Guide customers through trade-in submissions, orders and returns, and follow up on device receipt and valuation.
• Resolve payment questions: trade-in funds, refunds, credits and payment status.
• Manage device returns, replacements and warranty cases.
• Receive customer complaints and own them through to timely resolution, escalating where needed.
• Capture every call and inquiry accurately in the ticketing system.
• Follow procedures, scripts and client requirements, switching between programs as volumes change.
• Protect customer PII and follow UK GDPR and data privacy rules.

Connaissances

Customer service

Communication

KPI management

Ticketing tools

Complaint resolution

Data privacy

Phone support

UK work eligibility

Outils

Ticketing system

Description du poste

PCS Wireless UK Limited is hiring a Customer Service Specialist to support consumers in the UK and across EMEA from our London hub. You will handle orders, trade-ins, payments, returns and warranty, ensuring timely resolutions and adherence to SLAs.

You will work across phone, chat and email, guiding customers through trade-ins, orders and policy questions while protecting personal data in line with UK GDPR. The role requires flexibility for shifts, including weekends."