Global Trade-In Support Specialist (UK/EMEA)

PCS Wireless, LLC.; Greater London; On-site; GBP 26,000 - 38,000; Full time

Job summary

PCS Wireless, LLC is seeking a Customer Service Specialist in London to support consumers in the UK and across EMEA. You will handle orders, trade-ins, payments, returns and warranty, resolving issues quickly within SLAs.

You will provide phone, chat and email support across PCS programs, working from the London hub to cover UK and EMEA hours. Experience with ticketing tools and GDPR is essential.

Qualifications

• 2–5 years in consumer customer service or contact-centre role, preferably electronics, telecom or e-commerce.
• Excellent written and spoken English.
• Experience working to contact-centre KPIs (service level, FCR, response times).
• Experience across phone, chat and email support, juggling several programs and tools.
• Hands‑on use of ticketing tools.
• Calm, empathetic handling of complaints and upset customers.
• Careful handling of personal data and UK GDPR knowledge.
• Comfort with basic smartphone questions (activation, account locks, data transfer).
• Flexibility to work shifts, including weekends and bank holidays on a rota.
• Right to work in the UK.

Responsibilities

• Provide phone, chat and email support to customers across PCS Wireless programs.
• Support customers and client 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-ins, orders, returns and follow up on device receipt, inspection 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 resolution; escalate where needed.
• Aim to resolve most contacts on the first interaction.
• Capture every call and inquiry accurately in the ticketing system.
• Follow program procedures, scripts and client requirements; switch between programs as volumes change.
• Protect customer PII and follow UK GDPR in every interaction.
• Coordinate with logistics, inspection/quality and finance to close cases.
• Spot recurring issues and suggest process/script/FAQ fixes.

Skills

Customer service

Multi-channel support

English proficiency

KPIs (SLA, FCR, response times)

UK GDPR data handling

Ticketing systems

Shift flexibility

Right to work in UK

Tools

Ticketing tools

Job description

PCS Wireless, LLC is seeking a Customer Service Specialist in London to support consumers in the UK and across EMEA. You will handle orders, trade-ins, payments, returns and warranty, resolving issues quickly within SLAs.

You will provide phone, chat and email support across PCS programs, working from the London hub to cover UK and EMEA hours. Experience with ticketing tools and GDPR is essential.