At a Glance
- Tasks: Provide exceptional customer support via phone, chat, and email for device trade-in programs.
- Company: Join PCS Wireless, a global leader in refurbished mobile devices.
- Benefits: Flexible shifts, competitive pay, and opportunities for growth in a dynamic environment.
- Other info: Join a fun, collaborative team that values curiosity and flexibility.
- Why this job: Make a real difference by helping customers give their devices a second life.
- Qualifications: 2-5 years in customer service, excellent communication skills, and a knack for problem-solving.
The predicted salary is between 23850 - 29150 £ per year.
About the role
PCS Wireless is a global leader in the distribution of pre-owned and refurbished mobile devices, giving phones and tablets a second life. We run customer programs for leading consumer technology brands and retailers, including device trade-in, and we are hiring a Customer Service Specialist in London to support consumers in the UK and EMEA across these programs.
You will answer customer questions on orders, trade-ins, payments, returns and warranty, and resolve complaints quickly against clear service-level targets. The programs you support will grow as we add new clients.
What You Will Do
- Provide phone, chat and email support to customers across several PCS Wireless programs, such as device trade-in and buy-back, sales of refurbished devices, and other client programs.
- Support customers and our clients' retail and online store teams during each program's business hours.
- Cover phone support for the UK and other EMEA countries served from our 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, 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 timely resolution, escalating where needed.
- Resolve most contacts on the first interaction.
- Capture every call and inquiry accurately in the ticketing system (program, contact reason, order, outcome).
- Follow each program's procedures, scripts and client requirements, and switch between programs as volumes change.
- Protect customer personal information (PII) and follow UK GDPR and data privacy rules in every interaction.
- Coordinate with logistics, inspection / quality and finance teams to close open cases.
- Spot recurring issues and suggest fixes to processes, scripts and FAQs.
Requirements
- 2–5 years in a consumer customer service or contact-centre role, ideally in electronics, telecom or e-commerce.
- 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, and the ability to juggle several programs, processes and tools.
- Hands‑on use of ticketing tools.
- Calm, empathetic handling of complaints and upset customers.
- Careful handling of personal data and working knowledge of UK GDPR.
- 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.
Nice to have
- A second European language (e.g. French, German, Spanish, Italian).
- Experience with trade-in, buy-back, warranty or refurbished device programs.
- Experience supporting several client programs or brands at once (e.g. in an outsourced or BPO setting).
- Knowledge of the Consumer Rights Act 2015.
About PCS Wireless:
Founded in 2001, by two visionary traders, PCS Wireless, affectionately known as “PCS”, is not your average mobile distributor. Led by fearless entrepreneurs, PCS has completely transformed the landscape of the device resell market, both from a business and a consumer perspective. Today, PCS is a recognized global leader, powering the secondary market. At PCS, we buy and sell mobile devices and products worldwide through partners and programs by breathing new life into old devices effectively extending the device lifecycle up to 5X and beyond. We collaborate with industry giants in consumer electronic manufacturing, wholesalers, big box retailers and small businesses alike, catering to a diverse clientele of more than 1,500 clients. Our operations span major markets worldwide with offices and warehouses in the Americas, APAC, UK & EMEA. Our go-getting spirit valuing flexibility, a "me for we approach" and curiosity, continues to be the foundation of our success. We are looking for doers and thinkers who get things done and have fun while doing it!
Customer Service Specialist — UK employer: PCS Wireless LLC
PCS Wireless LLC is a global leader in the distribution of pre-owned and refurbished mobile devices, providing opportunities for employees to engage with leading consumer technology brands. The company fosters a collaborative work environment where customer service specialists can develop their skills while supporting various programs across the UK and EMEA.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Specialist — UK
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at PCS Wireless LLC. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like PCS Wireless LLC before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Specialist — UK
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to PCS Wireless LLC:Your cover letter is your chance to shine! Tell us why you want to work at PCS Wireless LLC specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at PCS Wireless LLC!
How to prepare for a job interview at PCS Wireless LLC
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
