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Wanted: Customer Support Hero

By Fran Hammond
20, Jul, 2018

We need a shiny-new Hero with oodles of outdoor product knowledge to join our Customer Support Team

This hero is the voice of Alpkit and loves engaging with our customers and hearing about their stories. They are warm and relatable and speak enthusiastically and knowledgeably about our products – they aren’t afraid to ask the customer questions to work out the best product for their needs.

The Alpkit Support Crew is a tightly knit team without which Alpkit would not be able to operate. As part of an award winning team you will play an important role in ensuring our customers are happy. In most cases we are the customers first and enduring point of contact. We believe in support with personality.

We have a relaxed office environment but we work hard. Tea (and coffee for the non-believers) is always to hand, decent music is almost always on but when there is stuff to do, we knuckle down and get on with the job.

If you are still interested after reading that, then email your CV and covering letter to fran@alpkit.com by 27th July 2018.

No Agencies Please.

Job outline:
Customer Support is a rich role that touches on every aspect of the customer experience with us. As part of your daily tasks you will; answer emails, reply to social media posts, answer phone calls and live chats, attend to showroom visitors, resolve delivery exceptions and order queries, process returns, contribute to product support articles and media. You will also have the opportunity to attend consumer facing shows during the year. This position is based in our HQ in Eastwood, just outside of Nottingham.

This position is 40 hrs to be agreed between 8.00 & 18.30, Monday to Saturday.

Skills:
Strong knowledge of our products & their benefits
Well organised
Ability to match speed and manner of service to customer personality (e.g. relaxed & chatty or quick & business-like)
Attention to detail
Excellent phone manner
Focused & diligent
Computer literate with ability to use Word, Excel, & Mac based apps
Fluent in written and spoken English
Understanding of the outdoor sports markets and trends
User / consumer level awareness of outdoor products
Social Media aware

Personal Attributes:
Enjoy being part of a team
Enjoy helping customers go nice places, do good things
Warm & relatable – can treat customers as friends
Enjoy engaging with customers, hearing about their adventures and helping them through queries & concerns
Motivated to develop knowledge / learn about products
Calm and patient
Assertive / tenacious
Self-starter / problem solver
Strong attention to details
Adhere to deadlines
Problem solver

Qualifications:
Although no formal qualification is a prerequisite, a high degree of product knowledge will be required
Active in outdoor sports (preferred)

Role Outcomes
1.     Ensure quick, friendly and efficient responses to customer queries, helping them through their journey with our products
2.     Work to improve the service level we offer customers with increasing quality and efficiency of service"

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