Customer Support Agent

OVERVIEW:

Are you our next Customer Support Agent? We’re a global, multi-channel Customer Experience team currently offering support 24/7. Being multi-channel, you’ll be interacting with customers via email, social media & web chat. Whether you’ll be reviewing orders, or welcoming a new customer into the Gymshark family, we communicate to our customers as individuals, offering a personalised Gymshark experience.

With Gymshark’s target customers being young, savvy, and passionate about the brand, they demand the highest levels of service. Offering 24/7 support means you’ll be expected to be flexible in your working hours to ensure maximum global coverage. Your shifts may rotate weekly between morning, afternoon and night. You freely lend your expertise and support to your teammates, requiring you to be accessible and approachable, always. 

If you love Gymshark and you love helping people, Customer Experience is a great place to start your own Gymshark journey

WHAT YOU'LL BE DOING:

• Providing a world class customer experience for the Gymshark community.
• Autonomously providing solutions and owning each engagement with a customer from start to finish and helping to ensure a timely and successful resolution.
• Identifying opportunities to delight customers who reach out for help by going above and beyond the initial customer request.
• Continuously developing and learning, gaining expertise about the Gymshark product and campaigns to meet customers unique needs.
• Acting as the Voice of the Customer for our Gymshark customers, reporting and acting on observed areas for improvement.
• Providing resolutions and advice to customers using email, web chat, and social media platforms

WHAT YOU'LL NEED:

Essential Criteria:

• Experience working in a customer service role, or similar. 
• Comfortability working (8 hour) flexible shifts over a rotating pattern, including mornings, days and evenings.
• Strong computer skills – this role is 100% online.
• Ability to adapt to business needs and changes to contribute to the departments long term goals and vision.
• A track record of hitting targets in a high-pressure environment with high quality standards.
• Comfortable working in a virtual work setting.
• Excellent listener, quick learner, and able to handle ambiguity.
• Excellent time-management, organisational, and prioritisation skills.
• Ability to communicate professionally, with maturity and self confidence.

This is a hybrid role and would require the successful candidate to attend at least 3 days a week in GSHQ, Solihull, UK.

Note: There are multiple positions available.  

CLOSING DATE: 22nd February, 2023

BELONGING AT GYMSHARK.

Our mission is to be a place where everyone belongs. We’re an equal opportunities employer, and for us that means we always strive to be as inclusive as possible in all aspects of employment, right from your application. We’re committed to finding reasonable adjustments* for candidates with specific needs or have a disability during our recruitment process, and all applicants will be considered fairly and equally. We do not tolerate discrimination of any kind. *If you’d like to request a reasonable adjustment please email talent@gymshark.com. 

ABOUT US.

We’re here to unite the conditioning community. We believe that putting the sweat in today, prepares us for tomorrow. So, we give people the tools they need to reach further, go faster, be stronger. We celebrate those who show up – for themselves – to be their physical or mental best, whatever that means for them. It’s what we want for our community, and our team. A team that’s growing rapidly around the world. A collective of talented individuals working together to invent Gymshark’s future. Our plans are ambitious, and we’re looking for people who want to join us for the ride – our growth will be your growth.

THE PERKS.

🙌 Competitive ‘Win Together, Lose Together’ Bonus
🩺 Choice of Private Medical Insurance or Healthcare Cash Plan, paid for by us!
🏖 25 days holidays + your birthday and all the Bank Holidays which can be substituted and taken whenever you want.
💻 A truly Flexible Working Culture
👥 A collaborative, creative and inspiring working environment
💰 Employer pension contributions up to 7%
🤩 Life Assurance at four times your basic salary
🦈 50% Gymshark Discount
🎁 Gymshark Gift Card for each year of service
🥇 Financial, Physical and Mental Wellbeing Support
📚 Great Training and Learning Resources
🖥 Choice of hardware and access to the best software
🤒 Paid time off when you’re physically and mentally unwell
🧸 Very Generous Family Leave package – we support you extending your family
🍎 Refuel - Healthy fresh food at GSHQ
🏋️‍♂️ Lifting Club (LC) Gym Membership
👉 Free monthly massages
💈 Beauty and Barber facilities
🚘 Free on-site parking