Customer Service Specialist

Overall role purpose:

The Customer Service Representative is responsible for managing customer inquiries across multiple communication channels—including phone, live chat, and email—ensuring a seamless and positive shopping experience. This role involves overseeing order fulfillment, proactively addressing issues related to purchases, and maintaining high standards of customer satisfaction. Additionally, the role includes hands-on responsibilities such as repairing golf buggies and assisting with product diagnostics and troubleshooting.

We are seeking a full-time, highly motivated individual who can effectively manage customer relationships while also being open to learning and applying technical repair skills. This person will play a key role in fostering customer loyalty within the online golf community and ensuring smooth, effective after-sales support.

There will also be times in this role where you will need to assist in the warehouse during peak times, picking and packing orders. Your willingness to jump in when required is necessary for this role. Please note, this role is not just office work, there will be a need for physical work from time to time.

Key Responsibilities

Be the first point of contact for customers via email, live chat, and phone, addressing inquiries related to orders, product repairs, and other customer enquiries.

Monitor and track deliveries by liaising with courier partners, providing timely updates to customers, and proactively resolving any delivery issues.

Keep customer and order information accurate and up to date in our internal systems.

Respond to email inquiries promptly, resolving issues efficiently and escalating complex problems when necessary.

Guide service agents through warranty claims, assisting with troubleshooting and repair processes.

Physically inspect and repair electric golf buggies and related products in our workshop (all training will be provided and this will only be a small portion of your role if the warehouse manager is not available).

Learn technical aspects of our products to assist with fault diagnosis and product improvement feedback.

Provide backup support for warehouse during team absences.

Take full ownership of customer cases from start to resolution, delivering a consistent, high-quality experience.

Continuously seek ways to improve processes, customer satisfaction, and product understanding.

Stay open to learning new skills, both technical and customer-focused, and actively apply them in day-to-day tasks.

Skills and Experience:

• Dependable and Detail-Oriented: You take responsibility for your tasks and deliver consistently high-quality work.
• Technically Inclined: Comfortable working with your hands, using tools, and learning how to repair and maintain mechanical or electronic products.
• Willingness to Learn: Open to training and learning new skills, including product repair, diagnostics, and technical customer support.
• Strong Multitasking Ability: Able to juggle multiple customer inquiries and service tasks without losing focus.
• Process-Oriented: You follow structured workflows to ensure consistent service delivery.
• Customer Service Expertise: At least 5 years of experience in a customer service role with demonstrated problem-solving skills.
• Excellent Communication Skills: Friendly, professional, and effective across phone, chat, and email.
• Problem-Solving Mindset: Calm and methodical in resolving customer complaints and technical issues.
• CRM/Database Proficiency: Familiar with customer service platforms and comfortable maintaining accurate records.
• eCommerce Experience (Preferred): Experience in online retail, particularly related to order fulfillment and returns will be highly regarded.
• If you have a passion and knowledge on golf is not required but will be highly regarded.

If you're enthusiastic about delivering excellent customer service and excited to learn hands-on skills in a supportive environment, we'd love to hear from you. Please submit your resume and cover letter using the link below.

Only shortlisted candidates will be contacted.