Customer Service Specialist

Are you someone who truly enjoys helping people and making their day better? Do you have strong customer service skills and experience working with online shoppers? This role is a great chance to join a luxury watch business where customer experience really matters. As a Customer Service Specialist, you will be the friendly and professional voice behind the brand, supporting customers, solving problems, and keeping everything running smoothly. If you love structure, clear processes, and working from the comfort of your home, this opportunity could be a perfect fit for you.

Job Type: Full-time

Salary: £6,115.20 – £9,172.80

Firm: Fields Luxury Limited

Location: Remote

Work Schedule:

Phase 1 (Training): Monday – Friday, 9am–5pm (UK Time) for 2.5–3 weeks

Phase 2 (Post-Training): Friday – Tuesday, 9am–5pm (UK Time)

Language: English (written and spoken)

Business Overview

Fields Luxury Limited owns and sells its portfolio of watch brands including Swan & Edgar watches.

Purpose of the Role

To provide reliable, professional first-line customer support during UK business hours, protecting customer experience and freeing ops and leadership time for our watch brands.

Key Responsibilities [Training included]

• Respond to customer enquiries via email and ticketing system (Zendesk)
• Handle inbound phone calls
• Provide order status updates and delivery support
• Manage returns and exchanges in line with SOPs
• Escalate complex issues clearly and promptly
• Follow scripts, macros tone of voice, and escalation rules
• Maintain accurate notes and ticket updates

Required Skills & Experience

• Prior ecommerce customer service experience
• Order processing, tracking, courier liaison, returns, refunds and charge back experience
• Excellent written and spoken English
• Calm, professional phone manner
• Comfortable following SOPs and scripts
• Detail-oriented and process-driven
• Goes above and beyond to delight customers
• Ability to work independently and on weekends
• Working Setup

Working Schedule (2 Phases)

Phase 1 – Training – Period: 2.5-3 weeks

• Monday – Friday: 9am-5pm UK Time

Phase 2 – Post Training (after training period)

• Friday – Tuesday (Friday, Saturday, Sunday, Monday & Tuesday): 9am – 5pm UK Time

• N.B. weekend work will be independent as the rest of our team works Monday – Friday.

Working Nature & Set Up

• Fully remote
• Equipment (not provided but must have): Computer/laptop (video camera enabled), headset (clear mic and headphones), quiet working area, fast and reliable internet
• Tools: Our tools: Outlook, Facebook, Zendesk, Shopify/CRM (training provided)

• KPIs

Improved customer response time & satisfaction

Job Type: Full-time

Pay: £6,115.20-£9,172.80 per year

• Benefits:

Work from home

• Application question(s):

Are you available to start immeddiately?

Please confirm you are happy to work the training schedules outlined in both Phase 1 and Phase 2 of the Job Description?

Please confirm you have a minimum of 5 years customer services experience with an ecommerce product related company?

Work Location: Remote

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