Customer Services Advisor

Echelon’s mission is to inspire and empower people from all walks to achieve happier, healthier lives by providing the most affordable and innovative live connected fitness experience

At Echelon we are redefining home fitness!

Delivering a community to inspire you. Classes to challenge you. Instructors to motivate you. Experience connected home fitness unlike ever before with Echelon.

People are built for community, and we believe community makes everything better--including workouts. That’s why we make it easy to connect with ours… after all, something this good is meant to be shared.

This role provides a fantastic opportunity to join a fast growing, UK home fitness brand based in London, selling interactive gym equipment, clothing and accessories.

The role will play a key part in delivering the high quality of services that we are developing to provide our customers. It will be a central role with our Customer Services department. We are looking for a confident, self-motivated and approachable member of the team, who is able to build effective relationships, both internally and externally.

The successful candidate is someone who is passionate about delivering outstanding customer service, who is resilient and enjoys the variety working within a fast paced Customer Service team brings. The ability to manage complex, technical queries and complaints is essential as this is an integral part of the role. At times, this will involve challenging conversations and it goes without saying that you should have excellent communication and negotiation skills.

The role requires you to work with internal and external teams, managing customers queries and complaints from various channels, using a variety of different systems. A flexible approach is required to support the team in achieving their goals.

We have a number of development projects in the department that the candidate would play a key role in supporting. Working closely with multiple teams across the company, both internal and external, to help achieve the individual, team and business objectives.

Primary Objectives:

● Maintaining a positive, empathetic, and professional attitude towards customers at all times;

● Responding promptly to customer enquiries to ensure our SLA’s are achieved;

● Providing outstanding service to customers across all contact channels;

● Building product knowledge and an understanding of the complexities of the product quickly will help you to understand customer concerns;

● Providing feedback on the efficiency of the customer service process at all points of the journey to assist with the continuous improvement plan;

Main Tasks and Key Areas of Work

● Being a point of contact for all customers throughout the UK providing over the phone and email advice and support;

● Provide the customer with the best possible service you can with the tools provided by the business;

● Put the customer first, resolving concerns and making our customers happy;

● Learn to utilise business tools to resolve customer contact efficiently;

● Utilise all tools and processes but have the ability to resolve issues with cost effective solutions for the business;

● Taking ownership and driving resolution of customer escalations, queries, issues and complaints, effectively and efficiently via all contact channels;

● Keeping both customers’ accounts and own records accurately updated on all systems ensuring the quality of information is maintained;

● Maintain confidentiality regarding personnel information and customer financial data by keeping sensitive documents private and secure;

Skills & Experience:

● 3+ years’ experience working in a customer service environment is essential;

● Experience of complex, technical queries and complaints;

● Excellent interpersonal and communication skills;

● Ability to communicate well across multiple channels: telephone, email, social media and chat;

● Able to work with multiple applications and systems;

● A logical thinker and problem solver with a calm persona;

● Ability to think outside the box and resolve customer issues;

● Excellent time management and organisational skills;

● Able to build strong and effective relationships with stakeholders both internal and external;

● Know that it is cool to be kind and to have an ambitious mind: you’re eager to join a team that aims high and works hard to achieve constant development;

● A self-starter with maturity and a strong character to thrive in a dynamic and high growth small business;

● Remote working: so must be a driven individual, able to operate effectively while working from home;

The salary offered for this role is £24,000 along with excellent benefits.