Customer Service and Operations Specialist

4 weeks ago


Nottingham, Nottingham, United Kingdom Wattbike Full time

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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