Customer Service Associate providing support and handling inquiries via calls, emails, and chats for Travelers. Aiming to build customer satisfaction and trust in a professional environment.
About the role
- Customer Experience Advisor at Oner Active providing support for customer inquiries through various channels. Delivering exceptional service both in the office and remotely with community engagement.
Responsibilities
- Serve as the first point of contact for customer and community inquiries.
- Handle a variety of daily queries related to delivery, payments, and products.
- Deliver exceptional customer service across all communication platforms, ensuring prompt and personalised responses.
- Escalate complex or specialist enquiries to relevant teams for resolution.
- Meet or exceed established performance and quality KPIs/targets.
- Monitor and respond to customer feedback on social media and review platforms within agreed SLAs.
- Observe community channels, identifying and escalating emerging issues quickly.
- Manage customer concerns during crises to protect the brand's reputation and enhance the overall experience.
- Build and maintain strong relationships with internal teams and external customers to foster collaboration and trust.
Requirements
- Proven experience in a customer-focused role, demonstrating a commitment to exceeding customer expectations.
- A proactive mindset with a “one-touch” approach to resolving customer issues efficiently and effectively.
- Exceptional organisational skills with the ability to manage a busy workload and adapt to shifting priorities in a fast-paced environment.
- Excellent teamwork and relationship-building abilities.
- Enthusiastic, self-motivated, and capable of managing diverse tasks with a positive attitude.
- Outstanding written communication skills with a keen eye for detail.
- Proficiency in using Zendesk or a similar platform is preferred.
Benefits
- 25 days annual leave + bank holidays and work from anywhere up to 4 weeks a year
- 5% employer match salary sacrifice pension scheme
- Generous Oner Active discount plus regular office sample sales
- Free Evolve You subscription
- Private Healthcare with Vitality including optical and dental
- Monthly wellness allowance and team workout classes
- Start-up culture - the chance to learn and make a real impact
- Great employee events like our Summer party, Christmas party and team away days
- Healthy office snacks and fruit (plus a chocolate cupboard for a sweet treat for the balance)
- Dog friendly office
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Customer Service Associate handling customer inquiries via phone, email, and chat for Travelers. Providing a positive customer experience and resolving needs with professionalism and empathy.
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