Job Description
We're looking for a Customer Service Representative to join our support team at REP Fitness. Reporting to the UK Customer Service Manager, you'll play a pivotal role in supporting the Customer Service Desk for REP Fitness UK. You'll be the frontline ambassador for our brand, providing exceptional service to our customers through phone, chat, and email, and on occasion face to face when visiting our onsite Showroom.
You'll be responsible for fielding a broad range of product questions, troubleshooting issues, and ensuring that our customers have a positive, seamless experience. In this role you're a utility player, embodying your versatility, adaptability, & shared passion for fitness while helping our customers throughout their home gym journey. .
If you thrive in a fast-paced, customer-facing environment, and you're passionate about strength and fitness, this is the role for you.
Job Requirements
At REP Fitness, we understand that our people will shape our success, and ultimately define our value to our customers. We're looking for people who can demonstrate that they're as passionate as our community.
Below are some of the experiences, knowledge, and skills that we believe will be vital for this role:
* At least two years of experience within a customer service or support role.
* A customer-first mindset with excellent written and verbal communication skills. You'll be clear, professional, and empathetic in every interaction.
* Experience managing conversations across email, chat, and phone, while staying organized and responsive in a fast-paced environment.
* Familiarity with customer service tools (like Kustomer, Zendesk, or Salesforce), and comfort navigating between multiple systems, such as Shopify or NetSuite.
* Confidence in handling order issues, billing questions, returns/exchanges, and shipping concerns with accuracy and professionalism.
* Strong attention to detail, including clear documentation, accurate spelling and grammar, and organized case tracking.
* Ability to stay calm under pressure and think critically to solve problems-even when there's no script.
* A collaborative approach and willingness to work cross-functionally to support customers and share insights.
* A growth mindset. You'll be curious, take initiative, and always looking to learn something new.
* MS Office proficiency and the ability to learn new systems.
* Existing product and brand knowledge is desirable.
Job Responsibilities
* Delivering world-class customer service primarily through email, chat, and phone, with empathy, efficiency, and professionalism.
* Responding promptly to customer inquiries and issues, taking initiative to investigate and resolve problems with a solutions-oriented mindset.
* Taking ownership of customer interactions, ensuring timely follow-up and clear, thoughtful communication throughout the customer journey.
* Maintaining accurate and detailed records of customer interactions using internal tools and systems.
* Communicating clearly and effectively-both verbally and in writing-with customers and internal teams to ensure seamless resolution of customer needs.
* Embracing ambiguity and adapt to evolving policies, products, and processes with a flexible and positive attitude.
* Proactively seeking out learning opportunities, feedback, and training to continuously grow and improve skills.
* Contributing to a customer-centric culture by identifying trends, escalating recurring issues, and suggesting improvements to enhance the customer experience.
* Demonstrating curiosity, initiative, and a desire to go above and beyond in creating meaningful experiences for customers.
Job Benefits
* £26,000 to £28,000 per annum + company bonus scheme
* 25 days annual leave + bank holidays
* Company pension scheme
* Private medical cover
* Life assurance
* Employee assistance programme
* Team branded kit
* Staff discounts on REP gear
* Access to an on-site gym
* Free on-site parking
* On-site electric vehicle charging