Responsibilities
- Address member inquiries via email, telephone, and social media.
- Build in-depth knowledge of our bicycle range to give personalized advice and recommendations.
- Serve as the customer's advocate by collecting feedback and sharing insights with the team.
- Reach out to members proactively at important points in their experience.
- Communicate information in a clear and concise manner.
- Resolve issues on the first contact whenever possible using a solution-focused approach.
- Adapt to the evolving needs of the role as the team grows.
Requirements
- A genuine dedication to delivering top-tier customer service.
- Experience with CRM tools, ideally Salesforce.
- A proactive attitude, comfortable initiating contact with members at appropriate times.
- Strong problem-solving abilities paired with curiosity and a desire to learn.
- High empathy and commitment to surpassing customer expectations.
- Actively seeks feedback for personal growth and improvement.
- Enjoys working in a team but can also work independently.
- Maintains a positive attitude under pressure and in challenging situations.
- Dependable, organized, and dedicated team player.
- At least one year of practical experience in a similar role.
Benefits
- Remote-first work from anywhere in the UK.
- Monthly in-person team meeting at our East London warehouse.
- Flexible hours: 37.5 hours per week with some weekend availability; core hours Monday to Friday, 9 am to 5:30 pm.
- 26 days annual leave plus bank holidays, with additional days accrued each year.
- Private health insurance through Vitality.
- Work for a B Corp Certified company contributing to environmental and social good.
- Enhanced maternity and paternity leave.
- £30 monthly discount on Bike Club subscription.
Compensation
Not specified
Work Arrangement
Remote-first with monthly in-person meetings in East London
Team
You will be part of a growing team where you can help shape the role.
Other
- Language: English (implied by UK-based posting).
- Travel: Required to attend a monthly in-person team meeting at our warehouse in East London.
- Hours: 37.5 working hours per week, with some weekend availability required. Core hours Monday - Friday, 9 am - 5:30 pm.
- Contract: Permanent (implied by permanent role description).
Not specified
