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Customer Experience Advisor
2 months ago
We are seeking a highly skilled Customer Service & Operations Advisor to join our busy Customer Services team at Wattbike. As a key member of our team, you will be responsible for providing world-class service to our customers, ensuring their needs are met and exceeded.
Key Responsibilities- Provide expert customer sales and service support, ensuring Service Level Agreements (SLAs) are met.
- Create opportunities to deliver additional sales and revenue growth.
- Coordinate quality control and service requests from customers, ensuring timely resolution.
- Assist the technical team with product feedback to improve customer experience.
- Manage 3rd party courier delivery bookings and tracking.
- Monitor and report on key performance indicators (KPIs), identifying areas for improvement.
- Work closely with the B2B Customer Service team to support business growth.
- Implement ideas to increase customer satisfaction and loyalty.
- Triaging and escalation of customer feedback, identifying root causes and implementing actions to improve.
- Provide support at trade shows and events.
- Previous customer service experience, ideally at least 1 year.
- Knowledge of the Wattbike brand and products or an interest in cycling would be beneficial.
- Excellent written and verbal communication skills, with the ability to effectively communicate with internal functions and external customers.
- Proficient in effective communication, prioritization, and issue resolution.
- Excellent IT skills, with knowledge of Zendesk a plus.
- A competitive salary and benefits package.
- A relaxed culture that supports a great work-life balance.
- Access to our Health and wellbeing program, including personalized nutritional plans.
- 24/7 support through our Lifeworks hub.
- A staff discount on accessories.
- Cycling clubs for casual riders and racing enthusiasts.
- Onsite training Zone.
- A communal workspace designed for collaborating with colleagues.
