Customer Service Advisor at Fitness Superstore, Moulton

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.