Customer Support Executive

2 weeks ago

London, Greater London, United Kingdom The Bike Club Full time

Are you passionate about cycling, environmental sustainability, and ensuring top-notch customer service? Bike Club, a leading provider in children's bike subscription services, is seeking a dedicated Customer Support Agent to enhance our customer experience and foster the growing community of family cyclists across various countries in Europe.

About the Job Title: Customer Support Agent at Bike Club

Located in the bustling London HQ office, the Customer Support Executive role at Bike Club is crucial for maintaining our success and keeping our customers satisfied.

We prioritize customer satisfaction at Bike Club, making our members the core of our business. This underscores the vital role our customer service team plays in nurturing and expanding our community, delivering top-tier service with every interaction.

You will be in direct contact with our members via phone, live chat, and email, addressing their inquiries regarding exchanges, payments, deliveries, and bike-related concerns. Additionally, you will engage with potential members, assisting them in selecting the right bike for their child, providing insights about Bike Club, and addressing any queries they may have about our services.

We are looking for an individual who thrives in a dynamic work environment, where each day presents new challenges. Your interactions with customers will provide valuable insights for enhancing our systems and services continuously. Providing structured feedback to your team and managers will drive daily improvements within our organization.

Responsibilities
  • Respond promptly to member inquiries across various platforms, including emails, live chat, and scheduled calls.
  • Demonstrate excellent communication skills to deliver clear and concise information.
  • Focus on solutions by assisting members in resolving issues effectively from their initial contact.
  • Develop expertise on the bicycles offered by Bike Club.
  • Collaborate with cross-functional teams, including operations, warehouse, and marketing, fostering teamwork and shared success.
Requirements
  • Manage multiple tasks concurrently and think quickly to devise solutions.
  • Display a high level of empathy, going above and beyond to ensure customer satisfaction.
  • Seek feedback actively to support personal growth and development.
  • Thrive in both team-oriented and independent work settings.
  • Maintain a positive attitude and perform effectively under pressure.
  • Ensure the quality of work remains high even when juggling multiple tasks.
  • Fluent English communication skills are essential, with proficiency in German and/or Spanish as a bonus.
  • Team player with strong organizational skills and familiarity with IT tools like Salesforce.
  • Minimum of 1 year of experience in a comparable customer support role.
  • Benefit package includes generous holiday entitlement, pension contributions, and perks like office location and discounts.

Ready to accelerate your career with Bike Club? Join us in promoting a sustainable and customer-centric biking experience.

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