You will be part of a small team responsible for the front line contact between Wattbike and it's B2C customers, providing excellent customer service through sales support and ensuring the customer has an expert point of contact specific to their needs.
- Provide expert customer sales and service support via telephone, email and live chat, ensuring SLA's are not breached.
- Create opportunities to deliver additional sales where appropriate.
- Coordinate quality control and Wattbike service requests from both home and commercial sites.
- Assist the technical team with product feedback to improve customer experience.
- Manage 3rd party courier delivery bookings and tracking.
- Communication tracking and KPI's, and acting upon KPI's.
- Reporting trends and escalations to the line manager, providing resolutions where possible.
- Work closely with the B2B Customer Service team to support when required.
- Understanding of excellent Customer Service and implementing ideas to increase satisfaction.
- Triaging and escalation of customer feedback.
- Identify root causes where KPI targets are not achieved and implement actions to continuously improve.
- Provide support at trade shows where necessary.
Requirements
- Good standard of education.
- At least 1 year of Customer Service experience.
- Excellent written and verbal communication skills amp; the ability to effectively communicate with a number of different internal functions as well as home users, supply contacts, buyers and corporate clients.
- Ability to prioritise, plan and resolve issues quickly.
- Excellent IT skills.
- Knowledge of the Wattbike brand.
Benefits
- A competitive salary and company pension
- Access to company perks app, for discounts on restaurants, shopping, utilities and more
- A Wattbike for your home
- 26 days holiday, plus bank holidays