Customer Service Representative, Brompton

• At least 1 year experience in a similar role within an eCommerce business
• Good communication and people skills with a genuine desire to provide excellent customer service
• Familiar with a customer service platform (we use Zendesk)
• At least a basic understanding of how to analyse data and create relevant reports when required
• A team player who will contribute to the continuous improvement of the department and company
• Able to work some weekends, early morning, or evenings

Desirable

• You will in this 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
• 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
• Providing global support through a wide variety of channels such as live chat, email, video chat and phone
• Resolving customer enquiries within Brompton’s brand values and within the expected KPIs
• Driving conversions through engagement of customers, suggestive selling, and sharing product knowledge
• Organising, processing, and reporting 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
• Assisting with the operation of the ecommerce platform by reporting on issues faced by customers
• Amplifying the voice of the customer by escalating customer feedback and ideas for improvement
• Providing weekly updates to the team and departmental meetings when required
• Working with other departments to ensure consistent customer service levels across the company