Fitness Superstore

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, 09 00 or 10 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, Sunday 11 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.