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Careers

Planet X is a specialist bike Manufacturer. We are an original bike brand selling direct to the world via our online store. We are committed to developing innovative and inspirational products and we take pride in our first class customer service. We sell direct, cutting out the middlemen, which means we can sell at incredible prices. No catch. Just honest low prices for pro-level products.

Planet X have committed customers who are highly loyal to our brand. We build genuine performance bikes and distribute our products around the globe. We are dedicated to winning new customers and building life-long relationships.

Customer Service Advisor - Rotherham, UK

Job Description

As a Customer Services Advisor, you are responsible for answering Customer Service live chats and emails promptly and in line with agreed Departmental targets.  It is your job to ensure that all customers who have the need to contact our Department are left with a positive impression of the company.  You will be responsible for resolving queries as quickly and efficiently as possible.  In this rapidly growing Industry, you will also need to have a positive attitude to change and proactively contribute to the Department and wider business goals.  This role is based at our Head Office in Rotherham and is contracted for 37.5 hrs a week. You will report directly to the Customer Service Manager.

Skills & Experience

  • in a customer-facing sales and service role, preferably in a similar field.  
  • You will have experience of working in what can be a highly pressurised service centre environment.
  • You will be used to working on your own initiative and as part of a team.  
  • You will be self-motivated and have the ability to work in a methodical manner.
  • You will be IT literate and comfortable with using the internet to source information.
  • Ideally you will have a knowledge of bikes and / or willingness to learn.
  • Your attention to detail and positive attitude will be key to your success. You must be professional, have excellent interpersonal skills and able to liaise with a variety of people at all levels.

Responsibilities

To take care of our customers by offering guidance and support, enabling them to make an informed purchase whilst maximising sales potential. Providing first call resolution to any queries or questions they may have.  Offering a quality service at all times.  

 Key Tasks- Customer Service

    • Answer incoming queries via live chat and emails in a timely and professional manner
    • To provide unrivalled levels of customer service to our customers
    • Follow up with communication via telephone 
    • Follow up customer queries and complaints within agreed timescales 
    • Liaise with internal departments to determine delivery dates.
    • Liaise with delivery agents regarding deliveries and collections
    • Liaise with warehouse operatives regarding dispatch and order statuses
    • Investigate missing items and orders in line with company policy
    • Follow up repairs and queries with Warranty Team
    • Offer technical and sales support to customers
    • Process refunds in line with Company policies
    • Escalate recurring issues to Team Leader or Manager
    • Pro-actively respond to customer issues with a view to providing immediate resolution
    • Deliver on promises ensuring full customer satisfaction is achieved on every contact

Company Policy

 To be aware of and to promote the company’s missions and aims

 To ensure all company policies are strictly adhered to

Health and Safety

To comply with all Health and Safety Policies

Other 

To be involved in other activities as required by management from time to time

MAIN MEASUREMENT CRITERIA

Levels of service given to customers

 

We don't have any other current vacancies. If you would like to work for us. Please send your email, covering letter and CV addressed to [email protected]