Customer Service Representative, Brompton

German Speaker

Salary not provided

Salesforce

Junior and Mid level

London

Office located in Greenford, London

Folding bike manufacturer

Open for applications

Folding bike manufacturer

501-1000 employees

B2CRetailManufacturingMobilityFitness

Open for applications

Salary not provided

Salesforce

Junior and Mid level

London

Office located in Greenford, London

501-1000 employees

B2CRetailManufacturingMobilityFitness

Company mission

To change the way people live and move in cities.

Job

Company

Role

Who you are

Experience in a similar role within an eCommerce business
Fluency 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 Brompton’s 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

What the job involves

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
Provide global support through a wide variety of channels such as live chat, email, video chat and phone
Resolve customer enquiries within Brompton’s 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

Salary benchmarks

Our take

The Brompton bike was conceived as a product to help improve city living. The bike can be folded to a third of its size in a matter of seconds and is small enough to be taken on all forms of public transport. It has established itself as the ideal choice for all those who are living or interacting with cities.

Brompton offer a test ride service that allows customer to trial use of the bicycle before purchase. By allowing hire costs to be redeemed against the cost of the bicycle, this provides an attractive option for customers who may be unsure about the price point or the bike's functionality.

Brompton has faced a steep profit decline of over 99% in 2024, largely due to post-pandemic market overstock and reduced sales. While the company has paused a headquarters move and cancelled dividends, it is focusing on recovery through commute-friendly models like the upcoming G-line. With strong prospects in biking-conscious cities, Brompton remains confident it can regain momentum as the market stabilises.