Customer Service Executive (German Speaking)

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

Job summary

A leading children's bike subscription service in the United Kingdom is looking for a committed Customer Service Executive to enhance the customer experience. The role involves handling member queries across various channels while providing tailored advice on bicycle options. Ideal candidates will be fluent in English and German, have a proven customer service background, and demonstrate strong problem-solving abilities. Enjoy flexible hours and remote work options with a focus on sustainability and ethical practices.

Benefits

Flexible hours

26 days annual leave plus bank holidays

Discount on bike subscription

Enhanced parental leave

B Corp Certified company benefits

Qualifications

• Fluency in both English and German is essential.
• Minimum 1 year of experience in customer service role.
• Strong communication skills, both written and verbal.

Responsibilities

• Handle member queries via email, phone, and social media.
• Provide tailored advice on our bicycles.
• Gather customer feedback and share insights with the team.

Skills

Fluency in English

Fluency in German

Strong problem-solving skills

Customer support

Dependable team player

Tools

CRM tools

Job description

Are you passionate about cycling, sustainability, and operational excellence? Bike Club, a pioneering force in children’s bike subscription services, is on the lookout for a committed Customer Service Executive to initiate and elevate our customer experience.

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 and Austria.

We’re a purpose-driven company that believes in ethical practices and a supportive work environment. If you thrive in a fast-paced setting, enjoy problem-solving, and want to help shape how we do things, we’d love to hear from you.

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! You will:

• 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

• Fluency in both English and German, with strong written and verbal
  communication skills (a must).
• 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

Ready to take your career into a higher gear with Bike Club? We’re keen to pedal forward with you on our team! 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!