Wanted: Customer Support Lead

By Kenny Stocker

Alpkit needs a captain to lead our customer support heroes. You will need to be able to do everything our support heroes do and more! You will be passionate about delivering great customer service, leading a team and working in a dynamic environment. You will have a thorough understanding of our products and how they are used. Working with our despatch heroes you will make sure all orders go out on time, showroom visitors are greeted, and make sure everything is left neat and tidy by the end of the day.

We are a tightly knit team without which Alpkit would not be able to operate. As an award winning team we are all too aware of the important role we play in the public perception of the brand and its values. In most cases we are our customer's first and enduring point of contact. We believe in support with personality.

With this direct customer contact we also have an important part to play internally making sure feedback, trends and any issues are disseminated through the company. We have a relaxed office environment but we work hard. Tea (and coffee for the non-believers) is always to hand, good music is almost always on but when there is stuff to do, we knuckle down and get on with the job.

How to apply:
Take a sheet of A4 and fill it with reasons why you think this role should be yours. Email or post this along with your CVto Kenny at the address below .

FAO Kenny Stocker
Alpkit Ltd
Units 12-14 Oak House
Engine Lane
NG16 3QU
e. kenny@alpkit.com

Job Purpose:
Ensure the smooth running of the support desk, coordinate the customer support team and continue our tradition of excellent customer service

Key Accountabilities:
Manage and motivate the support desk team
Ensure the fast resolution of customer issues
Report on support desk performance and product issues
Develop best working practices
Work closely with the web content team
Win more accolades

Well organised
Attention to detail
Excellent phone manner
Computer literate with ability to use Word, Excel, & Mac based apps
Fluent in written and spoken English
Experience of leading a small team
Understanding of the outdoor sports markets and trends
High level awareness of technical outdoor products

Personal Attributes:
Calm and patient
Assertive / tenacious
Self-starter / problem solver
Confident phone manner

Strong attention to details
Enthusiastic with a youthful mindset
Adhere to deadlines

Although no formal qualification is a prerequisite a high degree of technical knowledge will be required
Active in outdoor sports

Minimum 2 years of related industry experience.

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