Are you a people person with a passion for helping others? We’re looking for a friendly, reliable, organised, flexible and solution-oriented Customer Service & Sales Support Representative to be the first point of contact for our customers online and face to face. In this role, you’ll handle inquiries, resolve issues, and ensure every customer has a smooth and positive experience with our company. In this role, you’ll handle customer enquiries, assist with order processing/returns, support the sales team, work in our onsite shop and ensure every customer enjoys a smooth, positive experience from start to finish. If you thrive in a fast-paced environment and take pride in delivering a top-notch service, we’d love to hear from you!

KEY SKILLS AND QUALIFICATIONS:

• Excellent communication skills
• Computer Literate (We offer training for specific online applications are required for the business)
• Proven experience managing ecommerce platforms (Shopify, Amazon etc.)
• Experience with data analysis
• Ability to work independently and as part of a team
  · Active listening
  · Attention to detail
  · Patience

· Able to make decisions and problem-solve.

• Passion for golf or sports retail (optional but a plus)

MAIN DUTIES AND RESPONSIBILITIES – LISTED BY TASK:

· Respond to customer emails and incoming live chats
· Answer calls for consumers and trade customers
· Take orders for consumer and trade
· Respond to customers regarding query orders
· First point of call to answer the telephone
· Assist the Embroidery team
· Consumer & Trade Returns (inc Amazon and Izettle)
· Add new products on to the website for consumer and trade
· Correspond with TNT and Royal Mail
· Move pre orders into main stock
· Input purchase orders
· Assist customers in the shop (located in the office)

This role will be measured, for example:

• Customer satisfaction and feedback
• Response Time – How quickly the customer gets an initial reply
• Resolution Time – How quickly the issue is fully solved.
• Ticket/Call Volume – How many customers handled within a given period
• Customer return rate
• Error Rate – Frequency of mistakes that require rework.
• Empathy & Communication Skills
• Problem-Solving Ability
• Team Collaboration
• Adaptability to Difficult Situation