Customer Service Advisor

Wattbike; Nottingham; Hybrid; GBP 22,000 - 30,000; Full time

Job description

Wattbike is an exciting brand with a big future, used by the biggest sports teams and athletes across the Premier League, NFL, national rugby teams and more, as well as thousands of everyday athletes at home. They all have one common goal: to improve their health and fitness progression. We’re looking for a Customer Service & Operations Advisor to join our busy Customer Services team as we embark on the next stage of our growth.

As an Advisor, you'd be part of a small team responsible for the front line contact directly to our individual customers, providing world-class service through sales support and ensuring the customer has an expert point of contact specific to their needs.

Our HQ is based in Wilford near West Bridgford in Nottingham and there is a 3/2 day per week office/home hybrid working expectation so applicants must bear that in mind when applying.

Role Overview

1. Provide expert customer sales and service support via telephone, email and live chat, ensuring SLA's are not breached.
2. Create opportunities to deliver additional sales where appropriate.
3. Coordinate quality control and Wattbike service requests from both home and commercial sites.
4. Assist the technical team with product feedback to improve customer experience.
5. Manage 3rd party courier delivery bookings and tracking.
6. Communication tracking and KPI's, and acting upon KPI's.
7. Reporting trends and escalations to the line manager, providing resolutions where possible.
8. Work closely with the B2B Customer Service team to support when required.
9. Understanding of excellent customer service and implementing ideas to increase customer satisfaction.
10. Triaging and escalation of customer feedback.
11. Identify root causes where KPI targets are not achieved and implement actions to continuously improve.
12. Provide support at trade shows where necessary.

Minimum Requirements

• Previous customer service experience, ideally at least 1 year.
• 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 prioritise, plan and resolve issues quickly.
• Excellent IT skills.
• Knowledge of Zendesk would be a plus although full training would be given.
• Knowledge of the Wattbike brand and products or an interest in cycling would be helpful.

Benefits

• A Wattbike for your home.
• 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.