Do you have a passion for providing outstanding Customer Service? Do you enjoy resolving customer complaints? Are you an excellent communicator who finds it easy to build relationships? If so, we have an excellent position available that could be your best next move!
Here at Fitshop, we believe it is important to provide quality support for our Customers. We need our Customer Care team to be confident, polite, and personable individuals, with outstanding communication skills to provide a first-class Customer journey through a variety of communication channels (telephone, email, web-chat).
As an ambassador for Fitshop, you will support, resolve, and sort all queries for our retail and e-commerce customers whilst supporting and managing internal relationships. A passion for health and fitness and knowledge of fitness equipment is a distinct advantage but not essential for this role.
Due to the nature of the role, we are looking for compassionate and caring individuals with demonstrable experience in managing customer complaints and previous experience in a customer service environment.
Strong administration skills and being able to use multiple computer systems is a requirement.
Key Responsibilities
1. Use multiple communication channels to connect with our Customers and resolve all enquiries; including but not limited to quotes for parts, amendments, complaints.
2. Promptly establishing and resolving customer queries, through telephone calls, e-mails, and online web-chat.
3. Collaborating swiftly and professionally with our logistic partners to enable the best Customer experience.
4. Managing and monitoring the full order processing procedures and reporting.
5. Building an in-depth knowledge of our products and services to provide outstanding technical support as part of the after-sales experience.
6. Quickly identifying technical issues and escalating required issues to the technical support team with appropriate information.
7. Confidently managing the full customer journey with ease to delight the customer, positively impacting our trust pilot score and ensuring repeat business.
8. Continuous personal improvement; constantly striving to grow and develop self and team.
Who you will work with:
In addition to the support from a great team, you will connect with the retail stores, the warehouse, technical support team, sales, and purchasing.
You will need:
1. To demonstrate problem solving and complaint resolution with a ‘can do’ attitude.
2. Confident communication skills, both written and verbal.
3. To be comfortable using non-MS Office packages, and be comfortable using email, online telephone systems, and PC-based back office systems while multi-tasking.
4. The ability to work collaboratively as part of a wider team.
5. A general understanding of e-commerce (website/E-bay) ordering and feedback.
Above all else, you will need to be a great communicator who puts our customers at the centre of everything you do.
In return you will receive:
1. Full Training
2. 37.5 hour contract
3. Life Insurance
4. 30 days holiday
5. Employee Assistance Programme
6. Pension
7. Perks at Work
8. Free Tea/Coffee
9. Staff Gym
10. Free parking
If this sounds like your ideal next step, and you have the relevant experience, click apply now to submit your application.
Customer service and complaint handling experience essential.
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