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CUSTOMER SERVICE REPRESENTATIVE

At BLK BOX, we are always on the pursuit of better. One of our core values is client obsession and therefore the client experience is at the core of everything we do. As we continue to grow internationally, being able to service and support our clients all over the world is crucial. This is a hugely varied role and whilst CVs are great and you may have some or all the experienced needed, we only hire people who are passionate about what we do. If you thrive in a fast-paced environment and are passionate about providing unparalleled, world-class client experience. 

Important Information
Date Posted: 6th January 2022
Closing Date: 20th January 2022
Industry: Sport /Fitness
Job Type: Full time
Salary: From £19,500.00 to £21,000.00

About the role

What you’ll be doing: 

  • Developing your knowledge of BLK BOX products and the overall market, to provide authoritative advice and insight to both clients and colleagues. 
  • Manage the helpdesk system where client requests will come from multiple channels such as email, phone, website, social media etc. 
  • Handling assigned tickets from Helpdesk including escalating issues to CSM when required and following up with other departments. 
  • Deal with any client complaints and resolve the issue as necessary. 
  • Knowledge of updated company rules and policies to address issues such as returns, refunds and courier issues. 
  • Increase client satisfaction and build loyalty through providing amazing and personal client support. 
  • Responsibility for walk-in sales & conducting Gym Showroom tours when required. 
  • Continually liaising with other departments to resolve any issues that arise. 
  • Ad hoc administrative work supporting the wider BLK BOX team. 
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What you will need

Required criteria

  • Experience of working in a customer service environment.
  • Experience with Helpdesk software such as Freshdesk, Zendesk or equivalent.
  • Experience of Social Media platforms including Twitter, Facebook and Instagram
  • Experience with dealing with customer inquiries via various channels
  • Can truly work independently, able to take the correct decisions in a time sensitive environment to ensure client satisfaction.
  • Be naturally empathetic and able to see things from different perspectives.
  • Have a thick skin and do not let negativity bounce off of you.

Desired criteria

    Professional skills you’ll need for this job opportunity

    Customer Relationship Management

    Customer Relationship Management

    Dispute Resolution

    Dispute Resolution

    Communication

    Communication

    Verbal and Written Skills

    Verbal and Written Skills

    Listening/ Active Listening

    Listening/ Active Listening

    Keeping People Informed

    Keeping People Informed

    BLK BOX

    We are on a clear mission. ​ We want to be the best fitness equipment company in the world.​ What does that mean? Well, to us ‘best’ means that we design, manufacture and deliver the best equipment in the world, with the best service and experience for our clients. ​ Every day, we are demanding a better future for ourselves, our athletes, and our communities.

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    Since 2012, our premise has been simple: to improve athletes performance. We’ve gone from a garage set up to doing business on a global front from our iconic Titanic Quarter HQ and then expanding further to our 140,000 square foot HQ just outside of Belfast. The new headquarters consolidates our offices, R&D, manufacturing and distribution into one location.

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    EQUIPMENT BUILT FOR ATHLETES BY ATHLETES. We are a dynamic, forward-thinking company leading the industry in fitness equipment manufacturing. We are a team of like-minded individuals who are all on the mission of inspiring and improving the worlds athletes. We attract, develop and retain the best team members, with a passion for what we do to help us achieve our goals. Our ever-growing team are more than engineers and sales people - we are pioneers of change. We aren't concerned with just making good products and providing good customer service. The BLK BOX team are industry experts with extensive experience.

    Our benefits

    • Free access to our fully functioning showroom gym. • Free on-site parking. • Enjoy your birthday off each year. • Unlimited amounts of premium coffee from a local roaster. • Fresh fruit available. • Discount on equipment, apparel and accessories. • Free access to professional development books and educational resources. • Quarterly team days, with activities and team lunches. • Health Care cash plan with physical and mental wellbeing support resources. • Fantastic training opportunities and long-term career progression. • Annual rewards and recognition are provided for superior performance.

    Vacation/Paid Time Off

    Performance Bonuses

    Retirement Plan and/or Pension

    Office Perks

    Employee Development Programs

    Employee Discounts

    Gym Membership or Wellness Programs

    Opportunity to Travel

    Pet friendly offices

    Casual dress

    Free Parking

    Free Work laptop

    Referral bonus

    Open office

    Competitive Salary

    Discount in Gift Shop

    CUSTOMER SERVICE REPRESENTATIVE

    We are on a clear mission. ​ We want to be the best fitness equipment company in the world.​ What does that mean? Well, to us ‘best’ means that we design, manufacture and deliver the best equipment in the world, with the best service and experience for our clients. ​ Every day, we are demanding a better future for ourselves, our athletes, and our communities.