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.
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