Job description

Who We Are:

Life Style Sports is Ireland's leading sports retailer, 100% Irish owned with a modern HQ in Dublin city centre. We are a team of almost 800 people and our culture is underpinned by three core Brand Values: Social, Inspirational, and Fearless. We work with the biggest and most successful global sports brands such as Nike, Adidas and Under Armour and we are business partners with several successful Irish sporting organisations.

The business operates 43 stores across Ireland and a hugely successful and ever-growing online store. The business has established strong category concepts – Boot Room (Team Sports), Women’s Studio (Women's Fashion & Performance), Trainer Central (Men's Fashion), Faster Stronger (Men’s Performance) and Kids which are reflected both in-store and online. Our target customer is the Stylised Athlete and we focus on offering a best-in-class omnichannel experience to our customers. Life Style Sports has ambitious plans for online-led future growth globally through launching our brand-new carbon neutral distribution centre shortly.

Role Summary

The role of Customer Experience Ambassador involves responding to incoming emails, web chats, social media posts and service reviews from Life Style Sports customers, resolving queries on first contact where possible. You will be expected to answer incoming telephone calls displaying our brand values and ensuring every customer has an epic experience.

Responsibilities

• Respond to incoming emails, web chats, social media posts and service reviews from Life Style Sports customers, resolving queries on first contact where possible.
• Answer incoming telephone calls from Life Style Sports displaying our brand values and ensuring every customer has an epic experience.
• Clearly understand customer needs through open questioning and respond with solutions that are appropriate, timely and result in a win-win for Life Style Sports and our customers
• Take ownership of specific customer issues and see through to complete resolution
• Escalate issues when they cannot be fully resolved immediately, identifying trends and reporting them where appropriate
• Processing manual customer orders and ensuring accurate records are upkept
• Accurate daily and weekly reports to be compiled to meet deadlines and work towards KPI’s

Key Requirements:

People Qualities/Competencies:

• Excellent written and oral communication skills
• Ability to work on own initiative while demonstrating strong commercial acumen as remote working role
• Strong problem-solving skills: ability to analyse and empathise with opposing viewpoints and make commercial recommendations
• Good relationship building skills and ability to work with numerous departments and contacts across our E-commerce and store teams
• Ability to plan, organise and prioritise work to meet deadlines while working under pressure and meet KPI’s
• Demonstrates enthusiasm, drive and passion
• Excellent time management skills and flexibility with regards to business needs

Technical Skills & Experience:

• Previous experience Customer Service environment
• Highly computer literate and experienced with MS Office
• Experience working and communicating via MS Teams
• Direct experience providing customer support in an eCommerce environment and using eCommerce order management systems
• Knowledge of sports apparel, footwear and equipment
• Retention and sales experience in a B2C role desirable
• Experience in daily reporting, both personal and team based

INDBC

Job Types: Full-time, Fixed term

Schedule:

• 8 hour shift
• Monday to Friday

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