As an ambassador for Fitshop UK, this is a key role in supporting the after-sales customer experience. A varied role responsible for diagnosing product faults and identifying a suitable resolution – whether it is parts required, and engineer visit, or a repair. We need to provide our customers with quick, efficient solutions – by ensuring the workshop provides timely and prompt advice to our customers and our customer care team. The role which involves working Monday to Friday, 8 a.m. to 4 p.m. would suit a confident and personable individual with excellent communication skills to meet the demands and response levels expected by both our retail & e-commerce customers. A passion for health and fitness and knowledge of fitness equipment is a distinct advantage but not essential for this role. Key Responsibilities Promptly responding to and resolving customer queries, through telephone calls, e-mails and online, relating to after-sales technical issues - damages, faults and spare parts Reviewing and rebuilding returns and faults in the desire to fix and resell Collaborating with Retail, Sales, Warehousing & Logistics partners to speedily & proactively resolve issues Preparing fault reports and processing spare parts orders Providing analysis of root-cause product failures & quality control issues Continuous personal growth and development Skills and experience Confident and driven professional with technical expertise preferably in IT with a good understanding of mechanical & electrical products Adept at problem solving & complaint resolution with a ‘can do’ attitude and a proven ability to deliver after-sales care Ability to take ownership of customer issues and provide speedy resolution Confident communication skills, both written and verbal using email and telephone. Competent at using MS office & Excel, and be comfortable using email, phones and PC based back-office systems Who you will work with: In addition to the support from a great team, you will connect with the retail stores, warehouse management, third-party installers and our customer care team. Also liaising with colleagues in other departments to ensure smooth after sales service You will need To maintain a calm, confident and enthusiastic manner whilst supporting team members and customers A ‘can do’ attitude The ability to work collaboratively as part of a wider team Above all else, you will need to be a great communicator who puts our customers at the centre of everything we do.