Customer Service Advisor

Join us as a Customer Services Advisor at our Head Office earning a salary of £26,350 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.