Customer Service Representative

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TYPE OF WORK

Full Time

SALARY

N/A

HOURS PER WEEK

40

DATE UPDATED

Jul 10, 2026

JOB OVERVIEW

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

- 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 (5 years minimum)
- 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

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