Customer Services Team Leader

3 weeks ago


London, United Kingdom The Bike Club Full time

Are you passionate about cycling, sustainability, and operational excellence? Bike Club, a pioneering force in children’s bike subscription services, is on the lookout for a committed Customer Support Agent to initiate and elevate our customer experience, while championing the flourishing community of family cyclists in UK, Germany, Austria, and Spain.
At Bike Club, we offer subscriptions for children's bikes that grow with your kids. Families pay a monthly fee, and when their children outgrow their bikes, we exchange them for a larger size. We refurbish the used bikes and make them available to other families. With over 80,000 bikes, we are the second-largest bike rental network globally, and the largest in the children's bike sector. Located in our London HQ, the Customer Support Executive will play an important role in Bike Club’s sustained success and customer happiness.
That means our customer service team plays a key role in helping support and grow our community, ensuring that we provide an excellent level of service with every interaction.
You’ll be speaking to our members via phone, live chat, ‘WhatsApp’ and email. Answering their queries on exchanging, payments, delivery, and mechanical queries. You’ll also be speaking to prospective members, helping guide them to the right bike for their child, understand Bike Club and answer any other questions they might have about our service.
Responding to all member queries across multiple platforms – emails, live chat, ‘WhatsApp’ and outbound, scheduled calls.
Solution focused- Helping members to resolve issues from the first touch point where possible.
Product knowledge- get to know all the details of the bicycles we offer at Bike Club.
You’re a genuine honest person, who actively seeks out feedback to help yourself grow and improve.
~ When multi-tasking, you still take pride in your work ensuring that that quality of work does not suffer.
~ Being able to communicate fluently in English is a must. If you have German and/or Spanish langue skills that is a big plus.
~ We need a real team player here, someone who's got their ducks in a row, dependable, and knows their way around IT tools like Salesforce.
~ At least 1-year real life experience in comparable customer support role.
~26 days annual leave plus bank holidays. Additional days holiday for every year worked.
~3% Pension contributions (salary sacrifice on basic pay)
~ Central London office
~ Enhanced maternity and paternity leave
~£30/month discount towards Bike Club subscription and products
~ Ready to take your career into a higher gear with Bike Club? We invite you to forward your CV and a cover letter expressing your enthusiasm for the core values and vision of Bike Club. The Bike Club



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