Customer Service Executive

The Bike Club; United Kingdom; Remote; Confidential; Full time

Job summary

A children's bike subscription service in the UK is seeking a Customer Service Executive to handle queries and provide exceptional support via various channels. Ideal candidates should have experience in customer service, strong problem-solving skills, and a commitment to customer satisfaction. This remote-first position offers flexible hours, generous holidays, and a fun team environment.

Benefits

Remote-first working

Flexible hours

26 days annual leave

Sustainability impact

Enhanced parental leave

Discounted bike subscription

Fun team activities

Qualifications

• Genuine care for high-level customer support.
• At least 1 year of customer service experience.
• Ability to work independently and as part of a team.

Responsibilities

• Handle customer queries through email, phone, and social media.
• Develop product knowledge for tailored advice.
• Gather customer feedback and share insights.

Skills

Customer support

Problem-solving

Communication

Empathy

Teamwork

Adaptability

Tools

Salesforce

Job description

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.

With over 80,000 bikes, we are the second-largest bike rental network globally, and the largest in the children's bike sector. While our headquarters is in the United Kingdom, we are also active in Germany.

Tasks

At Bike Club, our members are at the heart of everything we do and our Customer Service Team is key to making that happen. As a Customer Service Executive, you’ll help keep our community happy by delivering exceptional service across email, phone and social media.

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.

Your tasks:
Handle member queries across multiple channels, including emails, telephone, and social media.

• Develop expert product knowledge of our bicycle range to offer tailored advice and recommendations to our members.
• Act as the voice of the customer by gathering feedback and sharing insights with your team.
• Communicate clearly and effectively, ensuring information is always shared clearly and concisely.
• Demonstrate a solution-focused approach by resolving issues on the first contact whenever possible.

Requirements

Requirements

• Genuinely care about offering the highest level of customer support.
• Previous experience with CRM tools, preferably Salesforce.
• Strong problem-solving skills, coupled with a natural curiosity and a desire to learn.
• A high level of empathy and a commitment to exceeding customer expectations.
• You actively seek out feedback to help yourself grow and improve.Love the dynamic of a team environment, but are just as comfortable working independently.
• You can remain positive when the going gets tough and when working under pressure.
• A dependable, organised, and dedicated team player.
• At least 1 year of real-life experience in a similar customer service role.

Benefits

• Remote first – work from anywhere in the UK. You will be required to attend a monthly in-person team meeting at our warehouse in East London
• Flexible hours – 37.5 working hours per week. While some Saturday availability is required, we’re open to different work patterns. Our core hours are Monday - Friday, 9 am - 5:30 pm.
• Holidays – 26 days annual leave plus bank holidays, with additional days accrued for each year worked
• Sustainability impact – you will be working for a 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!

Apply Today! We invite you to forward your CV and a cover letter expressing your enthusiasm for the core values and vision of Bike Club. Join us, and let’s embark on this trailblazing journey together!