Customer Care Specialist

Smiley & Co, Ltd.; England; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading fitness solutions company in Bracknell is seeking a Customer Care Specialist to enhance user satisfaction. This role involves responding to customer queries, providing solutions, and managing feedback. Ideal candidates will have 1-3 years of customer service experience, strong communication skills, and a passion for fitness. Benefits include an annual bonus, premium tools, and a wellness program.

Benefits

Annual bonus scheme

On-site premium showroom

25 days annual leave

Free parking

Private Medical Insurance

Corporate Wellness Programme

Qualifications

• 1-3 years experience in a call centre or retail environment.
• Passionate about working out and proactive.
• Knowledge of customer service principles.

Responsibilities

• Act as the first-line response for customer queries via phone and email.
• Provide effective solutions or escalate issues as needed.
• Ensure customer satisfaction through professional assistance.

Skills

Attention to detail and accuracy

Strong phone and verbal communication skills

Active listening skills

Time and workload management skills

Knowledge of customer service practices

Ability to multi-task

Tools

SAP

Salesforce

ServiceMax

Job description

Location: Bracknell

Salary: Competitive

Vacancy Type: Permanent, Full Time

Our client inspires 70 million daily users to train using their innovative & engaging solutions for fitness, sport and health. By promoting the Healthness lifestyle of exercise, a balanced diet, and a positive mental approach, AI Tracking & Longevity, they have rapidly grown into a success story of over 2,800 employees at 16 branches, expanding to more than 150 countries. It has been selected as Official Supplier to 10 editions of the Olympic Games - from Sydney 2000 to Milano Cortina 2026.

If you thrive working in the Customer Care field and you are obsessed with user satisfaction, this is the position for you!

The Role

One of their goals is to satisfy 100% of their customers and end-users. Their Services teams are always aiming to improve their service quality, to provide the best fitness experience to all users. They are looking for a hands on and result driven Customer Care Specialist, who will play a crucial role in customer satisfaction. You shall have a positive and proactive mindset, as you will play a crucial role in the premium customer journey.

Main Duties

• Act as the first-line response via the phone, email and online portal for all customer queries or reports, troubleshoot to be able to identify correct way forward.
• Provide effective solutions to known problems or pass to field technical team to visit Identify/order the needed spare parts in case of easy-to-solve issues or providing accurate quotes to customers when needed.
• Guarantee customer satisfaction through professional technical assistance standards in terms of politeness, quality and speed.
• Process orders of spare parts specifically requested by customers Guarantee accurate data collection to ensure communication is managed correctly.
• Manage the collection of feedback data related to products.
• Ensure timely resolution of issues in line with Customer SLAs Manage key customer relationships attending regular calls and providing weekly reports to provide proactive updates to ensure complete satisfaction.
• Chase all parties and suppliers to ensure all are working to the highest standard of SLA.

Skills And Qualifications

• Ideally, you are passionate about working out, enthusiastic and proactive, while also down-to-earth and ethical.
• You have a high level of attention to detail and accuracy, with strong time and workload management skills.
• 1-3 years experience in a call centre or retail environment or in a customer service support role
• Strong phone and verbal communication skills along with active listening skills
• Knowledge of customer service practices and principles
• Knowledge of CRM management - SAP/Salesforce/ServiceMax (Desirable)
• Ability to multi-task, set priorities and manage time effectively

Benefits

• Annual bonus scheme High-end and up-to-date tools to do the job well
• On-site premium showroom (also the staff gym!)
• 25 days annual leave (increasing further with long service) plus UK Bank Holidays
• Free parking
• Free premium Italian coffee
• Pension and Life Assurance scheme
• Private Medical Insurance
• Corporate Wellness Programme and wellness benefits
• Retailer discounts portal and partner benefits
• Employee Assistance Programme
• Product employee purchase scheme
• Comprehensive induction programme
• Promoting from within is their first priority
• Amazing people!

To Apply

If you feel you are a suitable candidate and would like to work for this reputable company, please click apply to be redirected to their website to complete your application.

They are an equal opportunities employer. They welcome applications from all members of society irrespective of age, sex, sexual orientation, race, religion or belief.