Client Relations Specialist

4 weeks ago

Nottingham, Nottingham, United Kingdom Wattbike Full time

About Wattbike

Wattbike is a dynamic brand with a promising future, utilized by top sports teams and athletes across various leagues, as well as countless fitness enthusiasts at home. Our mission is to enhance health and fitness journeys for all.

Position Overview

We are seeking a Client Relations Specialist to join our dedicated Customer Services team as we continue to expand. In this role, you will be an integral part of a small team responsible for direct engagement with our individual clients, delivering exceptional service through sales assistance and ensuring that each customer has a knowledgeable point of contact tailored to their specific needs.

Key Responsibilities

  • Deliver expert sales and service support to customers via telephone, email, and live chat, ensuring adherence to service level agreements.
  • Identify opportunities to facilitate additional sales when appropriate.
  • Oversee quality control and service requests from both residential and commercial clients.
  • Collaborate with the technical team to provide product feedback aimed at enhancing customer experience.
  • Manage third-party courier bookings and track deliveries.
  • Monitor communication and key performance indicators, taking action as necessary.
  • Report trends and escalate issues to management, offering solutions where feasible.
  • Work closely with the B2B Customer Service team to provide support as needed.
  • Implement strategies to enhance customer satisfaction based on a solid understanding of excellent service.
  • Assess and escalate customer feedback effectively.
  • Identify underlying issues when performance targets are not met and take steps for continuous improvement.
  • Provide assistance at trade shows when required.

Qualifications

  • Minimum of one year of prior customer service experience.
  • Outstanding written and verbal communication skills, capable of engaging with various internal departments as well as individual clients, suppliers, and corporate partners.
  • Proficient in effective communication via phone, chat, and email.
  • Strong ability to prioritize tasks, plan effectively, and resolve issues promptly.
  • Excellent IT proficiency.
  • Familiarity with Zendesk is advantageous, though comprehensive training will be provided.
  • An interest in cycling or knowledge of the Wattbike brand and products is beneficial.

What We Offer

  • A Wattbike for personal use.
  • Access to personalized health and wellness plans.
  • 24/7 support through our dedicated wellness hub.
  • A supportive culture that promotes a healthy work-life balance.
  • Opportunities for personal and professional growth.
  • 26 days of annual leave plus public holidays.
  • Pension and life insurance benefits.
  • Employee discounts on accessories.
  • Access to cycling clubs for both casual and competitive riders.
  • Onsite training facilities.
  • A collaborative workspace designed for teamwork.

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