At Gymshark, we’re passionate about supporting our community how they want, when they want and in the language they want. 

THE ROLE.

Operating on a global scale, we provide a multi-channel Customer Experience 24/7. Being multi-channel, you’ll be interacting with customers via email, social media & web chat. Whether you’ll be reviewing orders, or welcoming a new customer into the Gymshark family, we communicate to our customers as individuals, offering a personalized Gymshark experience in their language of choosing.

WHAT YOU'LL BE DOING

• Providing resolutions to customer queries and reviews, maintaining excellent quality, exceeding customers high expectations across multiple platforms.
• Owning customer escalations in your language of expertise and collaborating with the Customer Service Escalations team where required.
• Translate Customer Support related content from English to the specific market language to ensure the content has correct grammar, spelling, and punctuation, plus conveys the correct tone of voice for Gymshark and the specific language.
• Regularly reviewing website support pages ensuring information and TOV (tone of voice) is accurately translated whilst pro-actively working with the CS Communication Manager to ensure these are updated in a timely manner.
• Conducting multiple weekly audits and DSAT (dissatisfaction) analysis to provide any feedback on regional trends impacting CSAT (customer satisfaction) scores.
• Analysing the quality from our translation tool (Unbabel) to identify key areas for improvement and training needs, working closely with your line manager for them to feedback to vendor.
• Feeding back insight to our internal CS stakeholders (Training and Process Improvement) for them to tailor training and resources for agents who deal with Foreign Language queries.

You must be happy working shifts Monday - Friday and attend the GSHQ (Solihull) 3 days per week.

WHAT YOU'LL NEED

Essential Skills

• High School/GSCE’s
• Multi-Language skills; English and French.
• You understand the importance of customer service within an organization and have a strong team ethic
• Strong ability to work well under pressure and comfortable multi-tasking
• Customer service experience with a commitment to improving your own skillset
• Ability to manage workflow and demonstrate problem solving skills
• Excellent written and verbal communication skills

Additional Skills:

• Knowledge of Customer Support infrastructure, systems & processes.
• Experience working with translation tools such as Google, DeepL & Unbabel
• Good knowledge of tools such as Excel, Word, PowerPoint & Keynote

ABOUT US.

We’re here to unite the conditioning community. We believe that putting the sweat in today, prepares us for tomorrow. So, we give people the tools they need to reach further, go faster, be stronger. We celebrate those who show up – for themselves – to be their physical or mental best, whatever that means for them. It’s what we want for our community, and our team. A team that’s growing rapidly around the world. A collective of talented individuals working together to invent Gymshark’s future. Our plans are ambitious, and we’re looking for people who want to join us for the ride – our growth will be your growth.

THE PERKS.

🙌 Competitive ‘Win Together, Lose Together’ Bonus
🩺 Choice of Private Medical Insurance or Healthcare Cash Plan, paid for by us!
🏖 25 days holidays + your birthday and all the Bank Holidays which can be substituted and taken whenever you want.
💻 A truly Flexible Working Culture
👥 A collaborative, creative and inspiring working environment
💰 Employer pension contributions up to 7%
🤩 Life Assurance at four times your basic salary
🦈 50% Gymshark Discount
🎁 Gymshark Gift Card for each year of service
🥇 Financial, Physical and Mental Wellbeing Support
📚 Great Training and Learning Resources
🖥 Choice of hardware and access to the best software
🤒 Paid time off when you’re physically and mentally unwell
🧸 Very Generous Family Leave package – we support you extending your family
🍎 Refuel - Healthy fresh food at GSHQ
🏋️‍♂️ Lifting Club (LC) Gym Membership
👉 Free monthly massages
💈 Beauty and Barber facilities
🚘 Free on-site parking

CLOSING DATE: Monday 2nd September