Job Description

As an ambassador for Fitshop UK, this is a key role in supporting the after-sales customer experience. A varied role responsible for diagnosing product faults and identifying a suitable resolution whether it is parts required, and engineer visit, or a repair. We need to provide our customers with quick, efficient solutions by ensuring the workshop provides timely and prompt advice to our customers and our customer care team.


The role which involves working Monday to Friday, 8 a.m. to 4 p.m. would suit a confident and personable individual with excellent communication skills to meet the demands and response levels expected by both our retail & e-commerce customers. A passion for health and fitness and knowledge of fitness equipment is a distinct advantage but not essential for this role.


Key Responsibilities


Promptly responding to and resolving customer queries, through telephone calls, e-mails and online, relating to after-sales technical issues - damages, faults and spare parts
Reviewing and rebuilding returns and faults in the desire to fix and resell
Collaborating with Retail, Sales, Warehousing & Logistics partners to speedily & proactively resolve issues
Preparing fault reports and processing spare parts orders
Providing analysis of root-cause product failures & quality control issues
Continuous personal growth and development


Skills and experience


Confident and driven professional with technical expertise preferably in IT with a good understanding of mechanical & electrical products
Adept at problem solving & complaint resolution with a can do attitude and a proven ability to deliver after-sales care
Ability to take ownership of customer issues and provide speedy resolution
Confident communication skills, both written and verbal using email and telephone.
Competent at using MS office & Excel, and be comfortable using email, phones and PC based back-office systems


Who you will work with:


In addition to the support from a great team, you will connect with the retail stores, warehouse management, third-party installers and our customer care team. Also liaising with colleagues in other departments to ensure smooth after sales service


You will need


To maintain a calm, confident and enthusiastic manner whilst supporting team members and customers
A can do attitude
The ability to work collaboratively as part of a wider team


Above all else, you will need to be a great communicator who puts our customers at the centre of everything we do.