Customer Service Representative
3 days ago
Aftersales Service Expert
We're a leading global company of outdoor brands, supplying bicycles to thousands of retail locations and customers worldwide. Our commitment to durability, innovation, comfort, and style sets us apart.
We're seeking a skilled Rider Support Specialist to join our team at our offices in Ampthill, Bedfordshire. As a key member of our aftersales service team, you'll provide support and advice to our riders, consumers, and retailers.
Responsibilities:
- Provide expert responses to customer enquiries across multiple channels.
- Answer phone calls from consumers and retailers in a friendly and professional manner.
- Utilize problem-solving techniques and product training to assist callers with assembly, adjustments, repair, and inquiries.
- Prepare quotes for replacement parts and enter orders into our ERP system as required.
- Work closely with the warehouse team to ensure exceptional aftersales service.
- Collaborate with the product team to provide data and feedback.
- Manage customer and consumer warranty part orders within existing warranty policies.
- Process online orders and transactions using PayPal or other third-party acquirers.
- Assist customers with product assembly, adjustments, repair, and general bike-related enquiries.
- Support the e-commerce and operations teams with order entry, internal logistics, and service enquires.
- Be an ambassador for our brands and set the gold standard in customer service.
Requirements:
- A strong mechanical knowledge with 2-3 years' experience in a similar industry, in-depth bike product knowledge.
- Excellent customer service skills and excellent communication skills (verbal and written).
- Ability to work in a fast-paced, high-pressure environment.
- Work effectively in multiple and complex systems with a strong attention to detail and organization.
- A passion for our product and a willingness to learn new skills.
- Highly proficient in Microsoft Excel and Office, Salesforce, and ERP are preferred but not essential.
- Ability to work independently and with minimum supervision.
Our Offer:
- Competitive salary, 25 days annual leave.
- Permanent – full-time.
- Annual bonus, pension.
- Staff purchase scheme.
- Hybrid working options.
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