Customer Service and Operations Specialist
4 weeks ago
At Wattbike, we're on a mission to improve health and fitness progression for athletes and everyday enthusiasts alike. As a Customer Service and Operations Specialist, you'll be part of a small team responsible for delivering world-class service to our individual customers. Your expertise will ensure seamless sales support and provide a dedicated point of contact for their needs.
Key responsibilities include:
- Providing expert customer sales and service support via telephone, email, and live chat, ensuring SLAs are not breached.
- Creating opportunities to deliver additional sales where appropriate.
- Coordinating quality control and Wattbike service requests from both home and commercial sites.
- Assisting the technical team with product feedback to improve customer experience.
- Managing 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.
- Working 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.
- Identifying root causes where KPI targets are not achieved and implementing actions to continuously improve.
- Providing support at trade shows where necessary.
Requirements:
- 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.
Benefits:
- A Wattbike for your home.
- 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.
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