Norwegian Customer Support Sme

3 months ago

Solihull, United Kingdom Gymshark Full time

**OVERVIEW**:
Are you our next Customer Support Language SME? We’re looking for someone to join our Customer Support team, to help support our community how they want, when they want and in the language they want.
- supporting our community how they want,

when they want and in the language they want.
- supporting our community how they want,

wen they want and in the language they want.

**WHAT YOU'LL BE DOING**:

- Providing resolutions to customer queries and reviews, maintaining excellent quality, exceeding customers high expectations across multiple platforms.
- Owning customer escalations in your language of expertise and collaborating with the CS Escalations team where required.
- Actively follow-up on customer interactions, always looking to go the extra mile and take full ownership of the customer experience
- Be a SME for your specific territory and provide market trends and insight to your leadership team and key stakeholders to promote, maintain and deliver a high level of service
- Translate Customer Support related content from English to the specific market language to ensure the content has correct grammar, spelling, and punctuation, plus conveys the correct tone of voice for Gymshark and the specific language.
- Regularly reviewing website support pages ensuring information and TOV is accurately translated whilst pro-actively working with the CS Communication Manager to ensure these are updated in a timely manner.
- Work closely with our Process Improvement team to ensure customer facing Bots are translated and capture the appropriate TOV for both Gymshark and the natives
- Assist with on-boarding temporary heads via our BPO during peak periods by supporting training and shadowing, offering your expert advice and support where needed.
- Conducting multiple weekly audits and DSAT analysis to provide any feedback on regional trends impacting CSAT scores.
- Analysing the quality from our translation tool (Unbabel) to identify key areas for improvement and training needs, working closely with your line manager for them to feedback to vendor.
- Feeding back insight to our internal CS stakeholders (Training and Process Improvement) for them to tailor training and resources for agents who deal with Foreign Language Queries.
- Advocate & contribute to a positive team culture for the wider team to thrive in.
- Resilient, accommodating business needs and embracing changes to contribute to the departments long term goals and vision.
- Comfortably working flexible Monday to Friday shifts.

**WHAT YOU'LL NEED**:
**Essential Criteria**:

- Multi-Language skills: English and Norwegian
- You understand the importance of customer service within an organisation and have a strong team ethic
- Strong ability to work well under pressure and comfortable multi-tasking
- Commitment to improving your own customer service skills and passionate for your own development
- Ability to manage workflow and demonstrate problem solving skills
- Excellent written and verbal communication skills
- Excellent literacy and numeracy skills
- Willing to give and receive effective feedback

**WHAT YOU COULD ALSO HAVE**:

- Knowledge of Customer Support infrastructure, systems & processes.
- Experience working with translation tools such as Google, DeepL & Unbabel
- Good knowledge of tools such as Excel, Word, PowerPoint & Keynote

**CLOSING DATE: 17th July**

**BELONGING AT GYMSHARK.**

**ABOUT US.**

We’re here to unite the conditioning community. We believe that putting the sweat in today, prepares us for tomorrow. So, we give people the tools they need to reach further, go faster, be stronger. We celebrate those who show up - for themselves - to be their physical or mental best, whatever that means for them. It’s what we want for our community, and our team. A team that’s growing rapidly around the world. A collective of talented individuals working together to invent Gymshark’s future. Our plans are ambitious, and we’re looking for people who want to join us for the ride - our growth will be your growth.

**THE PERKS.**

Competitive ‘Win Together, Lose Together’ Bonus
Choice of Private Medical Insurance or Healthcare Cash Plan, paid for by us
25 days holidays + your birthday and all the Bank Holidays which can be substituted and taken whenever you want.
A truly Flexible Working Culture
A collaborative, creative and inspiring working environment
Employer pension contributions up to 7%
Life Assurance at four times your basic salary
50% Gymshark Discount
Gymshark Gift Card for each year of service
Financial, Physical and Mental Wellbeing Support
Great Training and Learning Resources
Choice of hardware and access to the best software
Paid time off when you’re physically and mentally unwell
Very Generous Family Leave package - we support you extending your family
Refuel - Healthy fresh food at GSHQ
️‍ ️ Lifting Club (LC) Gym Membership
Free monthly massages
Beauty and Barber facilities
Free on-site parking

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