Our Company
Wattbike is an exciting brand with a big future, and we are looking for a Technical Customer Service Advisor to play an essential role in the experience we offer our customers.
Wattbike is used by the biggest sports teams and athletes across the Premier League, NFL, national rugby teams and more, as well as thousands of everyday athletes at home.
They all have one common goal: to improve their health and fitness.
This is a hybrid role with an office / home work location expectation of 3 /2 days so this should be borne in mind when applying.
Key Responsibilities
You will be part of a team that provides world class customer experience directly to our corporate and home customers in the UK and international markets. Resolving technical queries in a highly personable manner, effectively and efficiently.
- Provide support across all communication channels and manage through to completion
- Maximise customer experience by providing expert product knowledge, through hardware and software troubleshooting
- Coordinate with all internal teams to better understand and resolve customer enquiries
- Develop a deep knowledge and understanding of Wattbike products and brand to maximise the customer experience
Requirements
Skills and Experience
- A minimum of 12 months experience working in a customer facing role, with excellent customer service skills and the ability to handle customer enquiries via telephone, email, chat, and video.
- Excellent verbal and written communication skills with the ability to multi-task across various communication platforms
- Ability to prioritise, plan and resolve issues quickly and effectively while maintaining a calm and positive composure amidst challenges
- Experience in dealing with complex issues and troubleshooting
- A team player who will contribute to the continuous improvement of the department and company
- Experience of working with technology and the ability to solve complex issues in a fast-changing environment
- A passion for cycling and / or experience working with bicycles in the past, e.g., bike technician or bike retail is desirable.
- Strong IT skills across Microsoft Office and Microsoft Dynamics (Preferred)
- Familiar with a customer service platform such as Zendesk (Preferred)
- Able to work some weekends, early morning, or evenings if required.
- A natural and easy style while talking to Wattbike’s customers
Benefits
- A Wattbike for your home on loan
- Access to wellness support.
- Perkbox employee benefits
- Hybrid working with a blend of home and office-based days
- Support for personal progression
- 26 days holiday each year, plus bank holidays
- Pension and life insurance
- A staff discount on accessories
- Cycling clubs for the casual rider and racing enthusiast
- Onsite training zone
- A communal workspace designed for collaboration with your Wattbiker colleagues