Customer Service Advisor

Fitness Superstore; Moulton; On-site; GBP 40,000 - 60,000; Full time

Job summary

A fitness equipment retailer is seeking a Customer Services Advisor for their Head Office in England. The role involves managing customer warranty claims, providing product knowledge, and offering excellent customer service. Candidates should have at least 12 months of experience in a similar office environment. Benefits include a salary of £26,350 per annum, a discretionary bonus, and various other perks.

Benefits

Bonus

Pension scheme

Generous staff discount

29 days holiday per year

Free on-site car parking

On the job training

Qualifications

• At least 12 months experience in a customer service office-based environment.
• Ability to communicate technical information effectively.
• Team player with adaptability and flexibility.

Responsibilities

• Oversee customer warranty claims and equipment servicing.
• Develop an understanding of the product range for accurate customer advice.
• Provide top-tier customer service, addressing queries efficiently.

Skills

Excellent communication skills

Ability to work under pressure

Attention to detail

Strong interpersonal skills

Tools

Excel

Word

Outlook

Job description

Overview

We are expanding our team and are looking for a Customer Services Advisor at our Head Office. The role salary is £26,350 per annum with a discretionary bonus scheme from day one, where you could expect to earn an additional £1,400 per annum.

Benefits

• Bonus
• Pension scheme
• 37.5 hours per week, paid for 40 hours; includes a full paid 30‑minute lunch break each day
• Generous staff discount (following probation)
• 29 days holiday per year (including bank holidays)
• Free on-site car parking
• Personal use of in-store equipment after hours
• On the job training
• Working within a small friendly team

Duties and Responsibilities

• Warranty and Servicing Management: Oversee customer warranty claims and equipment servicing. Address issues with broken or faulty equipment and work directly with manufacturers to ensure prompt resolutions.
• Product Knowledge & Advice: Develop an in-depth understanding of our product range, enabling you to accurately advise customers and troubleshoot problems.
• Fault Diagnosis Training: Participate in comprehensive in-house training to learn how to diagnose faults across various equipment types.
• Customer Service Excellence: Provide top-tier customer service, both internally and externally, ensuring that all customer queries and concerns are handled efficiently and professionally.
• Complex Query Resolution: Address and resolve complex customer inquiries, ensuring satisfaction and quick resolution.
• Parts & Service Coordination: Organize the provision of necessary parts and coordinate product servicing to ensure that customers receive timely and effective support.
• Admin & IT System Support: Occasionally support the Installs Admin team by using our IT systems to route orders, monitor team performance, and track vehicle maintenance schedules.
• Working 37.5 hours per week, Monday to Friday, 09:00 – 17:00; occasional weekend work may be required.

Requirements

• Have at least 12 months experience within a customer service office-based environment
• Ability to communicate technical information effectively
• A passion for the gym and fitness is an advantage but not a requirement
• Excellent communication skills for handling customer queries face-to-face and over the phone
• Ability to work in a pressurised environment while juggling multiple tasks
• Team player
• Excellent attention to detail
• Computer literate with Excel, Word, and Outlook
• Strong interpersonal skills, adaptability and flexibility when required