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Customer Service and Operations Specialist
2 months ago
As a Customer Service and Operations Specialist at Wattbike, you will be part of a small team responsible for providing world-class service to our customers. Your primary focus will be on delivering exceptional customer experience through sales support, ensuring that our customers have an expert point of contact specific to their needs.
Key responsibilities include:
- Providing expert customer sales and service support via telephone, email, and live chat, ensuring SLA's 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 KPI's, and acting upon KPI's.
- 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.
To be successful in this role, you will need:
- 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 prioritize, plan, and resolve issues quickly.
- Excellent IT skills.
- Knowledge of Zendesk would be a plus although full training would be given.
As a Customer Service and Operations Specialist at Wattbike, you will enjoy:
- 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.
