Customer Service Representative

Customer Service Representative - German Speaking The role Provide a high level of 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 . Benefits Flexible and hybrid working options 9 Day Fortnight This is a flexible working pattern where an employee works their contractual hours across 9 days instead of 10 days. (i.e. 80 hours across 9 days instead of 10 days). This means, the individual would work an additional hour across Monday to Thursday (across the 2 week period) to gain their Friday off. Annual Leave 25 days annual leave, plus all UK bank holidays. Competitive Salary Plus workplace pension scheme and profit share bonus. Brompton Discount - Get ready to bike in style, as all employees receive up to 60% off their very own bike and accessories, plus there are discounts for your friends and family too. Social activities - Throughout the year enjoy time with your colleagues as we host an annual Summer and Christmas party, annual bike rides (both inside and outside the UK), Birthday breakfast, volunteering activities and family fun days just to name a few. Learning and Development - Access to free LinkedIn Learning and opportunity to devote some of your time at work to personal development. We value professional development and actively promote internal promotions and opportunities. Benefits - Workplace Pension Scheme, Care and Health Support, Flexible Working, Cycle to Work Scheme and other benefits. Mental Health We provide access to a confidential EAP that offers counselling, resources and support for various mental health challenges. Theres also Head Space, Bromptons approved wellness program for employees. Paid Leave We offer an enhanced Family, Paternity and Maternity leave pay. Main duties Provide global support through a wide variety of channels such as live chat, email, video chat and phone. Resolve customer enquiries within Bromptons brand values and within the expected KPIs. Drive conversions through engagement of customers, suggestive selling, and sharing product knowledge . Organise, process and report on eCommerce and Bike Hire/subscription returns . Provide weekly and monthly reports when necessary. Managing financial transactions such as refunds and vouchers. 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. Assist with the operation of the ecommerce platform by reporting on issues faced by customers . Amplify the voice of the customer by escalating customer feedback and ideas for improvement. Provide updates to team on weekly meetings or when required . Attend weekly departmental meetings and factory training sessions when required . Work with other departments to ensure consistent customer service levels across the company . Skills and Experience Experience in a similar role within an eCommerce business Fluen cy in both English and German Able to sell to customer needs and meet sales targets Experience in making outgoing calls to sell the service and products Able to analyse data and create relevant reports when required Able to improve and set up new processes when required Technical knowledge about Brompton is desirable but not essential Familiar with a customer service platform such as Salesforce 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 Bromptons ethos and how this has shaped its brand values. Able to work some weekends , early morning, or evenings . Able to work remotely and in the office when required access to reliable internet connection required . Interest in cycling , outdoors activities or other sports . ADZN1_UKTJ

Location: Perivale, GB

Posted Date: 1/9/2025