Technical Call Center Specialist

If you are a team player with strong relationship skills and an international approach, eager to invest your energy in building dreams, you have the right spirit to join Technogym! You will naturally fit with our culture if you work out and live a healthy lifestyle, are pro-active, determined and digital savvy. Move with us for a better world! The Role in a Nutshell If you thrive working in the Services field and you are obsessed with ensuring care user satisfaction, this is the position for you! One of Technogym's goals is to satisfy 100% of our customers and end-users. Our Services teams are always aiming to improve their service quality, to provide the best fitness experience anywhere. We are looking for an energetic, results-driven Technical Call Center Specialist who will be responsible for recording, administering and managing incoming customer issues, queries and complaints, striving for customer satisfaction at all times through professional expertise. In this role, you will play a key part in providing a high-class level of service in terms of 'First Time Fix Rate' and 'Time to Service'. What you will do

• Guarantee timely response to customers' requests and collect all relevant information to describe the reported problem to facilitate its resolution
• Act as the first-line for troubleshooting and timely escalation to meet customer SLA's
• Provide effective solutions to known problems through proper troubleshooting and identify/order the needed spare parts in case of easy-to-solve issues
• Guarantee customer satisfaction through professional technical assistance standards in terms of politeness, quality and speed
• Process orders of spare parts specifically requested by customers
• Guarantee product data collection from the market
• Manage the collection of feedback data related to products
• Proactively support CATs to keep support costs down and ensure timely resolution of issues in line with Customer SLA's
• Maintain data accuracy within the working systems
• Promptly complete all training courses to develop new skills and stay up to date with internal policies, processes, new products
  
  Ideally, you are passionate about working out, enthusiastic and proactive, while also down-to-earth and ethical. You are customer-focused and able to adapt to different personality types.
Additionally, we seek:
• 1-3 years' experience in a call centre environment or in a customer service support role
• Strong phone and verbal communication skills along with active listening skills
• Knowledge of (phone) customer service techniques, communication & negotiation skills
• Knowledge of CRM management (SAP/Salesforce/ServiceMax would be plus)
• Ability to multi-task, set priorities and manage time effectively
  
  Technogym inspires 55 million daily users to train using our innovative & engaging solutions for fitness, sport and health. By promoting the wellness lifestyle of exercise, a balanced diet, and a positive mental approach, Technogym has rapidly grown into a success story of over 2,500 employees at 15 branches, expanding to more than 100 countries and has been selected as Official Supplier to 9 editions of the Olympic Games - from Sydney 2000 to Paris 2024.
  
  Competitive salary (we have nothing to hide, the job postings just do not show this information easily)
• Annual bonus scheme
• High-end and up-to-date tools to do the job well
• On-site premium showroom (also the staff gym!)
• 25 days annual leave (increasing further with long service) plus UK Bank Holidays
• Free parking
• Free premium Italian coffee
• Pension and Life Assurance scheme
• Private Medical Insurance
• Corporate Wellness Programme and wellness benefits
• Retailer discounts portal and partner benefits
• Employee Assistance Programme
• Product employee purchase scheme
• Comprehensive induction programme
• Promoting from within is our first priority
• Amazing people!