Customer Support at Online Bike Shop

Online Customer Support

About Biketart

Founded in 2010, Biketart is a large online-focussed bike store. Operating from a countryside warehouse and showroom south of Canterbury we are now one of the leading independent bike retailers in the UK.

Role Summary

Join our team as a Customer Support Representative at Biketart. In this role, you will be responsible for providing exceptional customer service to our valued customers through various channels such as email, live-chat, and telephone. You will work closely with other members of the Biketart team, as well as our trade suppliers, manufacturers, and couriers to ensure the highest level of customer satisfaction.

Responsibilities

• Responding to customer inquiries regarding product information, sales, component compatibility and fitting, returns and exchanges, custom bike enquiries and sales, warranty cases and delivery queries.
• Consistently meeting or exceeding customer service targets.
• Ensuring any customer concerns are handled efficiently, with empathy and professionalism.
• Managing and updating customer orders accurately and in a timely manner.
• Maintaining an up-to-date knowledge of Biketart products and services.

Requirements

• Passionate and enthusiastic about cycling with a comprehensive knowledge of cycling products.
• A friendly, positive attitude with excellent communication skills and ability to deal with customers in a professional and polite manner.
• Excellent written and verbal English language skills; knowledge of other languages is an advantage.
• Strong organisational and multitasking abilities.
• Ability to work well under pressure and to meet tight deadlines. This is a fast-paced environment as we turn orders around fast and need to respond quickly.
• You should be highly computer literate with the ability to learn new systems quickly. Experience with Shopify, ERP and a customer service ticketing systems e.g Gorgias or similar is desirable.

Working Hours

• This is a full-time position of 40 hours per week. Working hours are 9am to 5pm, five days a week, including a pattern of some Saturdays or Sundays. You will need to have a flexible approach to working hours during peak times.

Holiday

• 30 days holiday per year.

Salary

• Starting salary is £22-24k per year depending on experience and skills. There is development potential within the company, an excellent staff discount scheme, profit share, and other perks. You will also have the opportunity for additional overtime hours.

Job Type: Full-time

Salary: £22,000.00-£24,000.00 per year

Benefits:

• Casual dress
• Company pension
• Cycle to work scheme
• Employee discount
• Free parking
• On-site parking
• Profit sharing
• Store discount

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekend availability

Supplemental pay types:

• Bonus scheme

Application question(s):

• What experience do you have working in a customer-service environment? If you have used ecommerce platforms, support ticketing systems or live chat software please detail these here.
• Please outline why you think you would be a good candidate for this role.
• Please tell us about your participation in cycling. What types of bikes do you ride, and how often do you ride?

Education:

• A-Level or equivalent (required)

Work Location: In person