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Client Relations Specialist
2 months ago
About Wattbike
Wattbike is a dynamic brand poised for significant growth, utilized by elite sports teams and athletes across various disciplines, including the Premier League, NFL, and national rugby teams, alongside countless fitness enthusiasts. Our mission is to enhance health and fitness journeys for all.
Position Overview
We are seeking a Client Relations Specialist to become an integral part of our dedicated Customer Services team as we advance into our next growth phase.
In this role, you will be a key member of a compact team, serving as the primary point of contact for our individual customers. Your focus will be on delivering exceptional service through sales assistance and ensuring that each customer receives tailored support to meet their specific needs.
Key Responsibilities
- Deliver expert customer sales and service assistance via phone, email, and live chat, while ensuring service level agreements are consistently met.
- Identify opportunities to enhance sales where applicable.
- Oversee quality control and service requests for both residential and commercial clients.
- Collaborate with the technical team to provide product feedback aimed at enhancing customer satisfaction.
- Manage third-party courier bookings and track deliveries.
- Monitor communication and key performance indicators, taking action as necessary.
- Report trends and escalations to management, offering solutions when possible.
- Work closely with the B2B Customer Service team to provide support as needed.
- Implement strategies to elevate customer satisfaction through outstanding service.
- Facilitate the triaging and escalation of customer feedback.
- Identify underlying issues when performance targets are not met and initiate actions for continuous improvement.
- Provide assistance at trade shows when required.
Qualifications
- Minimum of one year of experience in customer service.
- Exceptional written and verbal communication skills, capable of engaging with various internal teams as well as individual customers, suppliers, and corporate clients.
- Proficient in effective communication via telephone, 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.
- A passion for the Wattbike brand and products, or an interest in cycling, is beneficial.
What We Offer
- A Wattbike for personal use.
- Access to personalized health and wellness programs.
- 24/7 support through our dedicated wellness hub.
- A supportive culture that promotes a healthy work-life balance.
- Opportunities for personal and professional development.
- 26 days of annual leave plus public holidays.
- Pension plan and life insurance.
- Employee discounts on accessories.
- Participation in cycling clubs for both casual and competitive riders.
- Onsite training facilities.
- A collaborative workspace designed for teamwork.
