Customer Service Advisor - Leeds, United Kingdom - SharkNinja Operating LLC

SharkNinja Operating LLC

Verified Company

Leeds, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Our purpose is to positively impact people's lives every day in every home around the world We work very hard to provide our consumers with high quality, exciting 5-star products that make life easier.

We thrive on passion and innovation, and are looking for great people, with great ideas, who want to build the next big thing and develop while they do.

You will join the existing Global Consumer Experience team by handling inbound enquiries from internal stakeholders, external partners, and consumers, regarding international customers' experience support.

Focus on clarifying & resolving customer orders/issues will be key.

Responsibilities:

Main Objectives of the role, but not limited to:
Responsible for handling and resolving all consumer related enquiries with a professional manner using both verbal and written communication channels, while representing the SharkNinja brands with pride.
Plan and prioritize own workload to meet deadlines and agreed Customer Service targets.
Self-Motivated individual with a desire to solve and own the consumer's problem through to completion.
Ensuring successful processing of customer orders and card payments for both the Shark Ninja Brands.
Document and record accurately all customer service interactions including any follow up.
Provide solutions that meet and exceed the consumers' expectations in situations where the customer service journey has failed to deliver.
Keep up to date with new product releases including launch dates, specification, and features.
Drive forward changes quickly and identify suggestions for improvement in proposed and current processes.
Deliver to agreed KPI reporting on Customer Service KPI's, (First Contact Resolution, Net Promoter Score, Escalations and Quality).
Responsibility to ensure the success of Customer Service on behalf of the Shark Ninja Brands in the international market.

Requirements:

Personal Competencies:
Native or (close to native) Level of fluency in German (verbal and written) and French would be advantageous
Good Level of written and spoken English
Ability to work under pressure in a fastchanging environment and can handle surprises.
Deliver Customer Service results to tight deadlines and schedules
Attention to Detail with a high level of accuracy in documentation.
Passionate and tenacious about customer service.
Team Player with a 'can do' attitude.
Conflict management and problemsolving skills.
Excellent and clear verbal and written communication skills.
Ability to use 'Positive' language.
Strong listening and empathy skills.
Able to take ownership of each enquiry and problem solve in order to resolve customer enquiries and complaints

Experience- Previous experience of working within a Customer Service environment with strong emphasis on delivering a positive Customer Service by matching the individual needs of the Customer.

Good standard of knowledge and competency in the use of Microsoft Office and content / order management systems. Previous knowledge of Zendesk would be an advantage but not a requirement.
Previous experience supporting, auditing, and delivering a high level of quality and experience within the contact center space would be considered an advantage.

At SharkNinja, Diversity, Equity, and Inclusion is vital to our global success. Valuing each unique voice and blending all of our diverse skills strengthens SharkNinja's innovation every day.

We support ALL associates in bringing their authentic selves to work, making an impact, and having the opportunity for career acceleration.

With help from our leadership, associates, and our community, we aim to have equity be a key component of the SharkNinja DNA.

YOUR ROLE in leading our SUCCESS DRIVERS & representing our UNIQUE MINDSET_

- _Lead us to be "RARELY SATISFIED"_
- _Make things better each day; "PROGRESS OVER PERFECTION"_
- _Use your knowledge of our consumer, understand that "DETAILS MAKE THE DIFFERENCE"_
- _Deliver something great; "WINNING IS A TEAM SPORT"_
- _Be clear and honest, "COMMUNICATING FOR IMPACT"_

Explore SharkNinja on our social channels:
Instagram

LinkedIn