Customer Service Advisor

Fitness Superstore; Northampton; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Bonus

Pension

Paid lunch

Staff discount

Holiday entitlement 29 days

Free parking

In-store equipment access

Training

Tea & coffee

Small friendly team

Job summary

Fitness Superstore is seeking a Customer Services Advisor to join our Head Office team in a busy, customer-focused environment. The role offers a salary of £27,000 per year with a discretionary bonus scheme from day one (£1,400 potential).

Working 37.5 hours per week with a full paid 30-minute lunch, you will handle inbound/outbound calls, process orders, and provide high-quality support via phone, email and live chat. Training is provided and there is a generous staff discount.

Qualifications

• 12 months+ experience in a customer service office-based environment.
• Strong communication skills for queries face-to-face and over the phone.
• Ability to work under pressure while juggling multiple tasks.
• Team player with a proactive attitude.
• Excellent attention to detail and accuracy.

Responsibilities

• Provide excellent customer service to internal and external customers.
• Handle inbound and outbound calls and update customers on order status.
• Process orders while performing fraud checks and coordinating with third parties.
• Liaise with third-party providers to ensure smooth fulfilment and delivery.
• Respond to customer inquiries via phone, email and live chat using Zendesk.
• Investigate delivery issues, process carrier claims and resolve incidents.
• Aim to meet delivery deadlines and support next-day deliveries where possible.
• Collaborate with warehouse to ensure smooth order fulfilment.
• Manage orders and payments via platforms like Amazon, eBay, PayPal and Klarna.
• Address and resolve customer complaints effectively.

Skills

Customer service

Communication

Multitasking

Attention to detail

Team player

Problem solving

Computer literacy

Tools

Zendesk

Excel

Word

Outlook

Job description

We have an opportunity available due to an internal promotion with our Head Office Customer Services Team

Join us as a Customer Services Advisor earning a salary of £27,000 per annum with a discretionary bonus scheme from day one where you could expect to earn an additional £1,400 per annum.

What we are also offering the Customer Service Advisor…

• Bonus.
• Pension scheme.
• 37.5 hours per week – but get paid for 40! Enjoy 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.
• Full on the job training.
• Free tea & coffee.
• Working within a small friendly team.

A Customer Service Advisor at Fitness Superstore, will…

• Provide Excellent Customer Service: Deliver outstanding service to both internal and external customers, always ensuring a positive experience.
• Handle Inbound and Outbound Calls: Manage inbound calls and proactively make outbound calls to customers, offering updates and support regarding their order status.
• Order Processing: Efficiently process customer orders working alongside our fraud checks
• Coordinate with 3rd Party Companies: Liaise with third-party service providers to ensure smooth order fulfilment and service delivery.
• Customer Support: Answer customer enquiries via phone, email, and live chat using Zendesk, offering support and information about their orders, products, and services.
• Carrier Reports & Claims: React promptly to carrier reports, investigate delivery issues, and process carrier claims for lost or damaged items.
• Achieving Delivery Goals: Work towards company deadlines to ensure timely next-day deliveries, addressing any potential delays and finding resolutions where necessary.
• Warehouse Collaboration: Collaborate with the warehouse team to ensure smooth order fulfilment and resolve any shipping-related concerns.
• Platform Management: Use various portals such as Amazon, eBay, PayPal, and Klarna to manage orders, process payments, and provide customer support through these platforms.
• Complaint Resolution: Address and resolve customer complaints effectively, ensuring a positive outcome for the customer while maintaining company standards.

Working 37.5 hours per week Monday to Friday (either 08:00 – 16:00, 09:00 – 17:00 or 10:00 – 18:00). Weekends on a shift basis (1 in 3). However, due to the needs of the business this may change to either a 1 in 2 basis or a 1 in 4 basis therefore, allowing time with your family and friends.(Weekend hours would be Saturday 09:00 – 17:00, Sunday 11:00 – 14:00).

The successful Customer Service Advisor will have…

• Have at least 12 months experience within a customer service office-based environment.
• Great communication skills as you will be dealing with customer queries whether face-to-face and over the phone.
• The ability to work in a pressurised environment with experience of juggling multiple tasks simultaneously.
• The ability to be a team player
• Excellent attention to detail.
• Computer literate skills including Excel, Word, and Outlook.
• Strong communication skills, both written and verbal, with a professional and friendly manner.
• Experience with customer service platforms, particularly Zendesk, is a plus.
• Ability to process orders, handle fraud checks, and resolve delivery issues efficiently.
• Familiarity with online selling platforms such as Amazon, eBay, PayPal, and Klarna, an advantage but full training will be given
• Excellent organizational skills with the ability to work under tight deadlines and manage workload.
• A proactive, flexible, solution-oriented attitude and a passion for delivering exceptional customer service.