Customer Service & Operations Specialist | Flexible Hours

Western International Group(UK)Ltd; Wolverhampton; On-site; GBP 25,000 - 32,000; Full time

Benefits offered by this job

Paid Birthday Day Off

Employee Discount

Flexible Working Hours

Free On-Site Parking

Training & Development

Career Progression

Employee Events & Activities

Great Team Culture

Job summary

Western International Group (UK) Ltd in Wolverhampton is seeking a Customer Service & Operations Team Member to deliver outstanding customer service while supporting day-to-day operations. You will collaborate with our UK Operations team and India-based Customer Services to resolve issues promptly and professionally.

The role focuses on handling inquiries, managing orders, and driving process improvements across e-commerce platforms.

Qualifications

• Experience in Customer Service, Customer Operations, Order Management, E-commerce or Retail.
• Familiar with CRM/ticketing systems and online review platforms.
• Strong organisational skills and attention to detail.

Responsibilities

• Handle customer enquiries via phone, email and online channels.
• Take ownership of customer cases from initial contact through to resolution.
• Manage order queries, cancellations and refunds accurately and efficiently.
• Work with Warehouse, Finance, carriers and marketplace teams to resolve issues.
• Monitor customer feedback and reviews across Trustpilot, Google and other platforms.
• Identify recurring complaints, service issues and potential reputational risks.
• Act as a link between UK and India-based Customer Services teams.
• Maintain records and support regular customer service and operational reporting.
• Analyse customer feedback to identify trends and improvement opportunities.
• Suggest and support improvements to processes, systems and communications.

Skills

Customer service

Operations coordination

Order management

Data handling

Communication

Attention to detail

Ownership

Team player

Tools

CRM/ticketing systems

Trustpilot

Google Reviews

E-commerce platforms

Reporting tools

Job description

Western International Group (UK) Ltd in Wolverhampton is seeking a Customer Service & Operations Team Member to deliver outstanding customer service while supporting day-to-day operations. You will collaborate with our UK Operations team and India-based Customer Services to resolve issues promptly and professionally.

The role focuses on handling inquiries, managing orders, and driving process improvements across e-commerce platforms.