Customer Support at Online Bike Shop Canterbury, England
Job description
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. We stock bike brands including Santa Cruz, Yeti, Mondraker, Kona, Marin, BMC and Merida. We ship around 500 orders each day so there's always a lot going on!
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
- You must be 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 but not essential.
- 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 to customers 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 ecommerce? Please detail the ecommerce platforms, support ticketing systems or live chat software you have used.
If you haven't worked in ecommerce but have done remote customer service/support by phone or email please tell us more about this.
- Please outline why you think you would be a good candidate for this role. We are an online bike store and the role is desk-based. What skills do you have that make you suitable?
- Biketart is made up of a team of cyclists, predominately mountain bikers but there's a few roadies hiding amongst us. Give us some insight into how in-depth your knowledge of bikes and parts is. If you're passionate about riding please tell us more about what you do on a bike.
Education:
- A-Level or equivalent (required)
Work Location: In person
Application deadline: 30/09/2023
