Customer Service Representative (6 months FTC)

The role

Providea high levelof Customer Service to all Brompton customers by using a wide variety of channels to resolve their enquiries as well as increasing the customer base by driving sales conversions. This is a full-time position based in Greenford, London with occasional working on weekends and evenings. Our aim is nothing less than to deliver first class customer service, to match the world class products that we manufacture and sell around the globe.

Main duties

• Provide global support through a wide variety of channels such as live chat, email, videochatand 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 teamon weekly meetingsas well asweekly and monthly reports when necessary.
• Attend weekly departmental meetings and factory training sessions whenrequired.
• Work with other departments to ensure consistent customer service levels across the company.

Skills and Experience

• At least1-yearexperiencein a similar roleor in bike industry
• Able to sell to customerneedsand meet sales targets
• Able to analyse data and create relevant reports whenrequired
• Technical knowledge about Brompton isrequired
• Familiar with a customerservice platformsuch asSalesforceis desirable but not essential
• Be a self-starter who can work unsupervised tohigh standardsand with meticulousdetail.
• Professional communication and people skills with a genuine desire to provide excellent customer service
• Strong written and verbal communication; eloquent,empathetic,andaudience 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 brandvalues.
• Ableto worksomeweekends, earlymorning,or evenings.
• Able to work remotelyifrequired– access to reliable internet connectionrequired.
• Interest in cycling, outdoors activities or other sports.
• Knowing another European language would be a plus, but not mandatory.

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