Customer Service Advisor

As a Customer Service Advisor at Wattbike, your primary responsibilities include providing expert support via telephone, email, and live chat, ensuring timely responses that meet our service level agreements (SLAs). You'll actively create opportunities for additional sales while managing service requests from both home and commercial clients. Collaborating with our technical team, you’ll provide product feedback, manage courier delivery bookings, and track communication KPIs to enhance the customer experience.

To apply for the Customer Service Advisor position at Wattbike, you should have at least one year of prior customer service experience. Excellent written and verbal communication skills are essential, along with the ability to prioritize tasks effectively. Familiarity with Zendesk is a plus, although training is provided. A passion for fitness and knowledge of Wattbike products will also help you connect better with our customers.

At Wattbike, the work culture is relaxed yet driven by a passion for fitness. We emphasize a great blend of home and office work, allowing you to stay balanced while being productive. The open workspace encourages collaboration with colleagues, and there are ample opportunities for personal progression. Join cycling clubs and enjoy a strong community within the company while supporting our mission of enhancing health and fitness!

Wattbike offers a comprehensive benefits package to its Customer Service Advisors, including 26 days of holiday plus bank holidays, a pension plan, life insurance, and staff discounts on accessories. Moreover, you’ll enjoy perks such as a Wattbike for home use, access to onsite training facilities, and opportunities for personal development to ensure you grow within the company.

The hybrid working model at Wattbike allows Customer Service Advisors to work from home three days a week and collaborate in-office for the remaining two days. This flexibility enables you to maintain a healthy work-life balance while still benefiting from effective teamwork and productivity in our communal workspace.

Handling a difficult customer requires patience and empathy. I'd first listen actively to their concerns, ensuring they feel heard. Then, I would calmly clarify the issue and offer solutions, emphasizing how we can resolve the problem. Overall, maintaining a positive attitude and focusing on customer satisfaction is key.

In a previous role, I encountered a customer dissatisfied with a defective product. I took immediate ownership of the situation by acknowledging their frustration, providing a replacement swiftly, and following up to ensure their satisfaction. This approach not only restored their trust but also built a lasting relationship.

To prioritize tasks effectively, I assess the urgency and impact of each inquiry. I typically use a triage approach, addressing critical issues first while ensuring timely responses to all inquiries. Utilizing tools like Zendesk also helps manage and track conversations efficiently.

Wattbike is known for creating high-quality indoor bikes designed for performance and fitness tracking. Their products are used by professional athletes as well as everyday fitness enthusiasts. Familiarizing myself with Wattbike's features and benefits allows me to communicate effectively with customers and support their needs.

To enhance customer satisfaction at Wattbike, I would implement regular feedback collection from customers and analyze trends. I’d also focus on training for the team to improve product knowledge and service skills continuously, giving customers a seamless experience when they reach out.

I manage stress during busy periods by maintaining a calm demeanor and staying organized. Using techniques like taking brief breaks, prioritizing urgent inquiries, and staying focused on one task at a time helps me provide quality service even under pressure.

In my previous roles, I've worked with KPIs such as average response time, resolution rate, customer satisfaction score, and first contact resolution rate. These metrics not only gauge performance but guide improvement strategies to enhance customer service.

One example of excellent customer service I experienced was a proactive follow-up from a service representative after a product issue was resolved. They not only ensured the issue was fixed but also offered additional assistance, which made a strong positive impression on me.

Teamwork is crucial in customer service because complex issues often require collaboration across departments. In my experience, sharing knowledge and communicating effectively with team members enhances our ability to solve problems and ultimately provides a better experience for customers.

I'm passionate about health and fitness, and I admire Wattbike's dedication to quality and innovation. Working as a Customer Service Advisor allows me to blend my skills in communication and my interest in fitness, all while contributing to a brand that inspires people to enhance their well-being.