Technical Customer Service Advisor

Are you a Cycling Enthusiast with Bicycle parts/knowledge? If so, this role could be the one for you!

Job Purpose:
As a customer service technical advisor you will be representing my client, assisting and advising customers via Live Chat, Email and Phone with the highest degree of courtesy and professionalism to with the highest degree of courtesy and professionalism to provide detailed product information and recommendations and resolve issues.

Context:
Working as part of the customer service team you will be responsible for helping maintaining the global service levels across all media and contact types. Supporting customers via contact sources of pre-sale, during-sale and after-sale queries related to all products, brands and services.

Duties:
•Ensure customer queries are answered promptly and completely via both Chat and Email
•Offer technical support on the whole product range, with the objective of ensuring customer satisfaction.
•Calling customers when they request a call back service to provide detailed product information and recommendations and resolve issues.
•Ensure that all communications with customers are conducted in a professional and courteous manner
•Offering alternative solutions where appropriate with the objective of ensuring customer satisfaction.
•Monitoring, responding and resolving customer queries on Social media
•Monitoring and responding to customers product reviews and questions across various platforms
•Any other Customer service related task

KPI’s:
•Customer response and resolution time SLA.
•Productivity
•First case resolution
•Outbound emails per case
•Net Promoter Scores and Customer Satisfaction Scores

Knowledge, Skills and Experience:
•Show a sound knowledge of bikes/parts with an eagerness to further advance this knowledge in respect to Tri-sports equipment and products.
•Strong communication skills both written and verbal
•Strong attention to detail and aiming for excellence in delivery
•Experience of working in a fast paced office environment as part of a professional team
•Ability to manage and coordinate changing priorities, have high standards and be capable of multi-tasking
•Self-motivated and confident decision maker with the ability to nail actions and a positive can do attitude
•Ability to demonstrate strong communication skills and liaise with all members of the business including Senior Managers and Directors
•Ability to be flexible with work duties and hours as required by the team and business
•Ability to attend other sites for which travel may be required

Competencies:

•Communication
•Listening
•Problem solving
•Flexibility
•Initiative
•Proactiveness
•Professionalism
•Task Orientation