We have an exciting opportunity to join our growing team as a Customer Service Manager.
Are you ready to take on a pivotal role in shaping the customer experience at BLK BOX? At BLK BOX, client obsession is at the heart of our values, and we are committed to delivering a world-class experience to our customers across the globe. Join us on our mission to provide unparalleled customer service and contribute to our dynamic and innovative fitness community.
Your responsibilities will include, but are not limited to:
- Optimizing Systems: Oversee our customer service platform, ensuring the ticketing system is effective and efficient.
- Product Knowledge: Develop expertise in BLK BOX products and the fitness market, providing authoritative advice to customers and colleagues.
- Innovation: Bring innovation to customer interactions through phone, email, and online social channels.
- Process Improvement: Drive changes to enhance customer journeys and satisfaction at every touchpoint.
- KPI Monitoring: Implement procedures, monitor performance, set targets, and report on KPIs.
- Customer Retention: Manage the team to ensure effective handling of customer queries to maximize customer retention.
- NPS Responsibility: Take responsibility for the company's Net Promoter Score (NPS).
- Feedback Utilization: Use customer feedback and compliments to proactively refine operational processes and procedures.
- Training: Provide training and support to new staff members.
You'd be the perfect fit if you possess:
- Customer Service Experience: 2-3 years experience in a customer service environment, preferably in a management or team leader role.
- Customer-Centric Mindset: A genuine appreciation of world-class customer service and a commitment to delivering at the highest industry standard.
- Tech Savvy: Experience with customer service platforms and a solid understanding of best practices.
- Leadership Skills: The ability to lead from the front, motivate, and embody our brand values.
- Multichannel Experience: Experience with customer inquiries via various channels.
- Decision-Making: The ability to work independently, make timely decisions, and ensure customer satisfaction.
- Data-Driven: Strong analytical and reporting skills.
- Process-Oriented: A process-driven approach with strong planning skills.
- Passion: A motivation to go above and beyond for our customers.
- Team Player: A flexible approach to work and the ability to work collaboratively within a dynamic team.
- Interpersonal Skills: The ability to build and maintain positive working relationships across internal teams and with key stakeholders.
- Empathy: A naturally empathetic nature, able to see things from different perspectives.
- Resilience: A thick skin and the ability to handle negativity effectively.
- Fitness Passion: A deep passion for the fitness industry and the success of BLK BOX.
Join BLK BOX and benefit from:
- The Mission: Be part of a forward-thinking company leading the industry in fitness innovation.
- Recognition and Rewards: Monthly & Annual rewards and recognition for superior performance.
- Collaborative Environment: Work in a collaborative environment that fosters teamwork and accountability.
- Impactful Work: The opportunity to work for a company that positively impacts people's lives.
- Career Growth: Fantastic training opportunities and long-term career progression aligned with our strategic growth plans.
- Hybrid Working: A balanced mix of home & office working .
- Perks: Enjoy cool perks such as our on-site gym, staff discount, quarterly team days, health care cash back plan, team lunches, unlimited coffee, and fruit, plus take your birthday off each year and more!
Please submit a one-page cover letter along with your CV to firstname.lastname@example.org.
Use the cover letter to showcase your personality and tell us why you want to work for BLK BOX in this role. Let us know what attracts you to this job and how you plan to contribute to our mission of delivering exceptional customer experiences.