Customer Service Representative

Who you are

• At least 1-year experience in a similar role or in bike industry
• Able to sell to customer needs and meet sales targets
• Able to analyse data and create relevant reports when required
• Technical knowledge about Brompton is required
• Familiar with a customer service platform such as Salesforce is desirable but not essential
• Be a self-starter who can work unsupervised to high standards and with meticulous detail
• Professional communication and people skills with a genuine desire to provide excellent customer service
• Strong written and verbal communication; eloquent, empathetic, and audience appropriate
• A team player who will contribute to the continuous improvement of the department and company
• An understanding of Brompton’s ethos and how this has shaped its brand values
• Able to work some weekends, early morning, or evenings
• Able to work remotely if required– access to reliable internet connection required
• Interest in cycling, outdoors activities or other sports
• Knowing another European language would be a plus, but not mandatory
• Uses AI effectively across customer service channels and provides feedback to continuously improve AI performance
• German speaker is desirable

What the job involves

• Provide global support through a wide variety of channels such as live chat, email, video chat and phone
• Resolve customer enquiries within Brompton’s brand values and within the expected KPIs
• Drive conversions through engagement of customers, suggestive selling, and sharing product knowledge
• Proactively spotting patterns in the frustrations of the customers, seeing where we can change our processes or product to increase customer satisfaction
• Proactively reach customers to ensure that the customer journey is successfully completed
• Amplify the voice of the customer by escalating customer feedback and ideas for improvement
• Provide updates to team on weekly meetings as well as weekly and monthly reports when necessary
• Attend weekly departmental meetings and factory training sessions when required
• Work with other departments to ensure consistent customer service levels across the company