![Johnson Health Tech Digital](https://media.trabajo.org/img/noimg.jpg)
Customer Support Administrator
3 months ago
Job Overview:
This role is a newly created position as part of a small but growing team for the home fitness and wellness division of Johnson Digital (Johnson Fitness and Wellness). This subsidiary in the UK is part of the no.1 global fitness equipment supplier Johnson Health Tech Co Ltd.
The role involves:
- Provision of pro-active technical support for retailers and consumers, in addition to 3PL service and repair providers.
- Establishing and managing processes in a brand-new customer service department, with an already established customer base.
- Responsible for efficient responses and effective resolution to enquiries that fall within JHT and client SLAs.
**Duties**:
- Providing pro-active customer service support to retailers and consumers in relation to all aspects of the products and after sale service.
- Managing 3PLs, by logging repair jobs, monitoring progress and outcomes.
- Manning Customer Support phoneline and inbox.
- Completion of repair jobs and utilizing parts within the system to ensure stock level accuracy/availability
- Maintaining regular communication with retailers and consumers throughout scheduled repairs to minimize returns and maintain optimum customer satisfaction.
- Answering technical product questions through online store chat.
- Provide 1st point of contact trouble shooting guidance.
*This list is not exhaustive.
**Skills**:
- Excellent phone etiquette and interpersonal skills
- Strong data entry skills with high accuracy
- Good Excel and Microsoft Office knowledge
- Proficient in the use of a CRM and SAP
- Confident with managing effective communication in potentially difficult situations and diffusion of escalations.
- Individuals who consistently challenge ‘the norm’ versus the best way would fit best in a driven and committed team.
- Experience in engineering or being technically minded would be a benefit.
- Product knowledge of fitness equipment would be advantageous.
Additional information and benefits:
- Salary £24500 + 3% KPI bonus per annum (After successful complete of 3-month probation period)
- Hours 08:00 - 17:00 Mon - Thurs, Fri 08:00 - 16:00. 1 hour lunch
- Hybrid working
- 23 days annual leave + bank holidays, increasing to 25 after 3-years
Join our team today and be part of a dynamic work environment that values customer satisfaction and teamwork.
Pay: £24,500.00 per year
**Benefits**:
- Casual dress
- Employee discount
- Paid volunteer time
- Work from home
Schedule:
- Monday to Friday
Supplemental pay types:
- Performance bonus
**Education**:
- GCSE or equivalent (preferred)
**Experience**:
- customer service: 1 year (required)
Licence/Certification:
- Driving Licence (preferred)
Work Location: Hybrid remote in Stoke-on-Trent
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