Role Detail
We are looking for a highly skilled Cycling expert to join 2 Wheel Support, you will join the 2WS Contact Centre team handling cases related to store raised Customer and or Quarantine queries, to aid our retail store colleagues in repairing Bikes and Scooters.
Key Responsibilities & KPI’s
* Within CRM Software Salesforce you will log and action a variety of cycles repair related queries using your knowledge to resolve the customer.
* Using 8x8 VCC you will handle inbound calls and liase with retail colleagues in a professional and friendly manor.
* Key focus on “Fix First Time”, ensuring that you are offering all possible advice to ultimately fix the Bike/Scooter in question as efficiently as possible.
* Meet quality & accuracy targets based on pre-defined criteria and expectations.
* Hit daily/weekly calculated caseload targets to SLA.
* Maintain & look to build on relationships with store colleagues, to give confidence in your ability to support them when they need us.
* Support internal projects and initiatives to ensure that Halfords offer the best possible aftersales service to our customers.
* Use SAP system to order relevant parts/items where required
Key Skills/Experience
To be successful you will need to be able to demonstrate the following experience, skills and attributes;
* Detailed knowledge relating to cycle maintenance and repair, especially eBikes and eScooters and fault finding/advice. Have knowledge of various processes, including warranty processes and Store processes for both internal and external suppliers
* Ability to follow pre-defined procedures and use existing systems, with strong attention to detail
* Excellent Social and communication skills, both written and verbal
* A keen team player and willing to support colleagues and customers
* PC literate - able to use Microsoft Excel and other basic Software packages
Not sure you meet all the criteria? We'd encourage you to take the wheel and apply anyway! At Halfords we are committed to creating an inclusive workplace for our colleagues. We're an equal opportunities employer and proud to welcome applications from all backgrounds and embrace diversity within our one Halfords Family.