Customer Service Specialist

Vertical Advantage; Crawley; Hybrid; GBP 33,000; Full time

Job summary

Une entreprise innovante dans le secteur du sport et de la nutrition recherche un Spécialiste du Service Client pour créer et diriger une fonction de support client de premier ordre. Ce rôle implique de surveiller tous les systèmes de service client, analyser les interactions des clients et travailler en étroite collaboration avec les équipes internes. Vous aurez la possibilité de façonner la stratégie de service à la clientèle et d'aider à améliorer l'expérience client tout en soutenant les athlètes.

Benefits

Bonus

Bénéfices

Qualifications

• Expérience en support client souhaitée, idéalement dans l'e-commerce.
• Capacité à analyser les interactions clients.

Responsibilities

• Superviser les systèmes de service client et les KPI clés.
• Développer et maintenir les outils d'auto-assistance.
• Gérer les programmes de soutien aux athlètes.

Skills

Analytical mindset

Customer focused

Passion for health and fitness

Tools

Gorgias

Job description

Fancy joining a scaling company in a newly created role?

Our client is a growing sports and nutrition company who is looking for a Customer Service Specialist to create and take ownership of a 1st class customer support function.

What does this role involve?

• Oversee all customer service systems and key performance indicators
• Help implement and manage the customer support platform (Gorgias)
• Develop and maintain macros, FAQ documentation, and escalation procedures
• Monitor and report on key customer service metrics, including ticket volume, response time, resolution time, CSAT, and compensation costs
• Create and enhance self-service tools to help reduce incoming support volume
• Collaborate with Operations, Warehouse, and Sales teams to resolve customer issues efficiently
• Analyse customer interactions and support trends to provide insights for new product development, delivery improvements, and user experience enhancements
• Manage athlete support programs:

Serve as the main point of contact between the business and athletes

• Coordinate product deliveries, sample distribution
• Assist with athlete onboarding and fuelling strategy inquiries
• Partner with the marketing team to oversee athlete content, gather feedback, and support campaign activations
• Recruit, onboard, and train customer support agents as the team scales

Could you be a good fit?

• Passionate for health and fitness
• Experience in customer support (ideally ecom)
• Customer focused with a analytical mindset

£32,500 + bonus and benefits.
West Sussex
Hybrid working

Fancy taking on this brand new challenge? Apply now!