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Customer Service Representative
2 months ago
We are seeking a highly skilled Customer Service & Operations Advisor to join our dynamic Customer Services team at Wattbike. As a key member of our team, you will be responsible for delivering exceptional customer service and support to our individual customers, ensuring their needs are met and exceeded.
Key Responsibilities- Provide expert customer sales and service support via telephone, email, and live chat, ensuring Service Level Agreements (SLAs) are met.
- Create opportunities to deliver additional sales where appropriate.
- Coordinate quality control and Wattbike service requests from both home and commercial sites.
- Assist the technical team with product feedback to improve customer experience.
- Manage 3rd party courier delivery bookings and tracking.
- Communication tracking and KPIs, and acting upon KPIs.
- Reporting trends and escalations to the line manager, providing resolutions where possible.
- Work closely with the B2B Customer Service team to support when required.
- Understanding of excellent customer service and implementing ideas to increase customer satisfaction.
- Triaging and escalation of customer feedback.
- Identify root causes where KPI targets are not achieved and implement actions to continuously improve.
- Provide support at trade shows where necessary.
- Previous customer service experience, ideally at least 1 year.
- Knowledge of the Wattbike brand and products or an interest in cycling would be helpful.
- Excellent written and verbal communication skills, with the ability to effectively communicate with a number of different internal functions as well as home users, supply contacts, buyers, and corporate clients.
- Proficient in effective communication over the telephone as well as on chat or email.
- Ability to prioritise, plan, and resolve issues quickly.
- Excellent IT skills.
- Knowledge of Zendesk would be a plus although full training would be given.
- A Wattbike for your home.
- Access to our Health and wellbeing with personalized nutritional plans.
- Access to 24/7 support through our Lifeworks hub.
- A relaxed culture that supports a great home and work blend.
- Support for personal progression.
- 26 days holiday a year plus bank holidays.
- Pension and life insurance.
- A staff discount on accessories.
- Cycling clubs for the casual rider and racing enthusiasts.
- Onsite training Zone.
- A communal workspace designed for collaborating with your colleagues at Wattbike.
