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3 months ago

Poole, United Kingdom Muc-Off Full time

Muc-Off was founded in 1994 and are now the leading supplier of specialist cycling cleaning and maintenance products in the UK. Following 5 years of explosive growth the company is expanding fast into the European, Asian and North American markets focusing on its core categories of cycling, motorcycle and Athlete performance products.

This is a great time to be part of this rapidly growing, truly innovative British business as we embark on new territories and sectors, whilst growing our brand presence across core bicycle and motorbike markets. In what is a truly results-driven culture, the rewards and career development opportunities are second to none.

As the business continues to grow at a fast pace globally there is a need for a Live Chat and Customer Service Executive. Suited to a bike enthusiast.

**About the role**

The Muc-Off eCommerce business is on a steep growth path, launching new online experiences and enjoying significant revenue growth year on year. We have a need for a full-time member of the e-com team to manage our new live chat service that will both answer technical product questions and support on customer service to quickly deal with questions on order queries. This is an exciting role to meet an emerging need and will bridge the gap between online sales and customer service dealing directly with customers. Think in-store Bike Shop service, but online.

**What we’re looking for**

Ideally an experienced live chat operative but certainly an individual obsessed with bikes be them mountain, road, motor or all three, you will have a passion for riding. You’ll also need great spelling, grammar and typing skills with the aptitude to work on up to 4 chats at any one time.

**Key Responsibilities**
- To make real-time suggestions to customers who don’t know what they need
- To contribute to web sales by converting customers not only to the right product but also to maximise spend via upsells and incentives.
- To deal with everyday customer service issues via live chat such as shipping queries or order enquiries
- To delight customers when things don’t go to plan helping keep our review scores as high as possible
- To help launch new products and services by dealing directly with customers and be the voice of the brand online
- To directly assist customers looking for Bicycle, motorcycle, apparel or merch
- Generating

**Must-haves**
- A real passion for bikes and how to maintain them
- Great knowledge of the MTB and Road scene with an understanding of Powersports too, or an eagerness to learn quickly
- Amazing spelling, grammar and typing skills
- A friendly, fun-loving individual who can communicate in our brand tone of voice.
- Great work ethic and team player - our e-com team is small, nimble and fun
- Entrepreneurial in nature with an eye for detail
- Self-starter and able to work un-guided but a great team member who will be in daily communication with the wider ecom and customer service team
- A true brand advocate who can live and breathe Muc-Off

**What we can offer**
- Competitive Salary
- Sales bonus of 1.5% paid quarterly with no cap From sales generated via chat
- 33 days holiday, inclusive of UK bank holidays (increase with Service)
- Early finish on a Friday
- Excellent staff discount on Muc-Off products
- Employee Assistance Programme
- Cycle to Work Scheme
- Pension contributions
- Long Service Rewards
- Chill out areas, showers and a secure area to store your bike
- An awesome opportunity to work with a local and widely recognised Brand
- A cool, casual and fully branded-up working environment where staff indulge their passions for cycling and fitness
- Brilliant social events

**Job Types**: Full-time, Permanent

**Salary**: £20,000.00-£22,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site parking
- Work from home

Schedule:

- Day shift
- Monday to Friday

Work Location: Hybrid remote in Dorset, BH12 1DW

Reference ID: MO/LC

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