Customer Service Representative

STATSports; Newry; Hybrid; GBP 22,000 - 30,000; Full time

Job summary

STATSports is seeking a Customer Support Representative to serve as the primary contact for their Apex Athlete Series customers. The role involves assisting customers, resolving complaints, and ensuring a positive experience across various support channels. Candidates should be proactive, excellent communicators, and capable of thriving in a fast-paced team environment. Additionally, STATSports offers a hybrid working model, 31 days of annual leave, and various employee wellness initiatives.

Benefits

Hybrid working model

31 days annual leave

YAYA Day (extra day-off on birthday)

Pension Scheme

Life Cover

Critical Illness Cover

Income Protection

Wellness Wednesdays

Player of the month reward

Health and wellbeing Initiative

Diversity and Inclusion Initiative

Leisure clothing partnership

Qualifications

• Experience in a customer support role or similar.
• Ability to handle customer complaints via email, online chat, social media.
• Experience working as part of a team and independently.

Responsibilities

• Assist customers and address their concerns for prompt support.
• Manage customer support channels including email and live chat.
• Resolve complaints according to internal SLAs.

Skills

Communication

Proactive mindset

Problem-solving

Teamwork

Tools

CRM systems

Zendesk

Microsoft Excel

Microsoft Word

Microsoft Outlook

Job description

At STATSports, you’ll work with current champions, and help to mould future champions. As part of our team, you will play a part in some of the greatest sporting moments in history. And you’ll have fun doing it!

Everything we do helps elite teams and individual athletes of all abilities reach their fullest potential.

We’ve come a long way since 2008 from humble beginnings to world leaders in GPS player tracking and analysis all made possible by our amazing people.

We are a mission-driven collective, we innovate and never sit still, always striving for better and we believe the best is yet to come.

Join the team.

About the role

As a Customer Support Representative, you will serve as the primary contact for our Apex Athlete Series customers across the globe. Your role will involve assisting customers, addressing their concerns, and ensuring they receive prompt and friendly support, fostering a positive experience in every interaction. Success in this position requires excellent communication skills, a proactive and solution-oriented mindset, creativity, and the ability to thrive in a fast-paced, collaborative team environment.

What you’ll do

• Follow up on orders internally to ensure timelines for customers are in line with company policy.
• Use internal systems to prioritise, escalate and resolve customer queries quickly.
• Take ownership of our full range of customer support channels: social media, email, live chat enquiries, phone queries.
• Resolve and close-out of all complaints working quickly, in line with internal SLAs.
• Pass on potential sales leads to the relevant departments.
• Follow communication procedures, guidelines, and standard operating procedures.
• Sometimes during busy periods you’ll work non-standard hours to make sure we can provide world-class customer support.

About you

You’ll need to have

• Experience in a customer support role or similar CS role Experience using Microsoft Excel/Word/Outlook.
  
• Experience working as part of a team and independently.
  
• Experience in dealing with customer complaints in one or more of the following channels: email, online chat, social media.

It’d be great if you have

• An understanding of how CRM systems work and experience in using Zendesk.
• Experience of using a ticket-based customer service system.

Why STATSports?

We’re still a small business that happen to be the world leader in our field, that means you can be a part of something big.

Working at STATSports, you’ll have a real impact and see directly how the day-to-day work you do makes a difference in sport at the elite level. You’ll collaborate with a world class team and be given the freedom to innovate, create and deliver at the highest level.

As part of the team, you’ll get all the important stuff as well as

• A hybrid working model
• 31 days annual leave
• Our “YAYA Day.” An additional day-off on your birthday
• Pension Scheme
• Life Cover
• Critical Illness Cover
• Income Protection
• Wellness Wednesdays
• Player of the month reward
• Health and wellbeing Initiative
• Diversity and Inclusion Initiative
• Leisure clothing partnership