At Bike Club, we offer subscriptions for children's bikes that grow with your kids. Families pay a monthly fee, and when their children outgrow their bikes, we exchange them for a larger size. We refurbish the used bikes and make them available to other families. It's sustainable and hassle-free.
Our members are at the heart of everything we do and our Customer Service Team is key to making that happen. As a Customer Support Executive, you’ll help keep our community happy by delivering exceptional service across email, live chat, phone and social media in German.
Your day-to-day could include anything from helping parents choose the right bike, to resolving queries around deliveries, payments, or bike issues. No two days are the same, and we love it that way.
Tasks
- Handle member queries across multiple channels, including emails, telephone, and social media.
- Communicate clearly and effectively, ensuring information is always shared clearly and concisely.
- Act as the voice of the customer by gathering feedback and sharing insights with your team.
- Demonstrate a solution focused approach by resolving issues on the first contact whenever possible.
- Develop product knowledge of our bicycle range to offer tailored advice and recommendations to our members.
- Fluency in both English and German, with strong written and verbal communication skills – you will communicate with customers in German.
- Passion – you genuinely care about offering the highest level of customer support.
- Previous experience with CRM tools or a desire to learn how to use Salesforce.
- Strong problem-solving skills, coupled with natural curiosity.
- A high level of empathy and a commitment to exceeding customer expectations.
- Love the dynamic of a team environment but are just as comfortable working independently.
- You can remain positive when the going gets tough and working under pressure.
- A dependable, organised, and dedicated team player.
- Ideally, at least 1 year of real-life experience in a similar customer support role, or a strong interest in starting a career in customer service.
- Flexible work environment – Work from Anywhere policy in August and over the Christmas period.
- Standard working hours – 37.5 hours per week, Monday to Friday (9:00 AM – 5:30 PM). Open to flexible working arrangements.
- Holidays – 26 days annual leave plus bank holidays, with additional days accrued for each year worked.
- Sustainability impact – You will be working for B Corp Certified company that actively contributes to environmental and social good.
- Parental leave – Enhanced maternity and paternity leave.
- Bike subscription – £30/month discount towards Bike Club subscription.
- Good laughs – we are a fun team (if we may say so) and have monthly All Hands drinks with the company!
If you don't meet all the qualifications but are passionate about this role, we encourage you to apply; you may be exactly who we're looking for!
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