Customer Service Representative

Brompton Bicycle Limited; London Borough of Ealing; On-site; GBP 24,000 - 30,000; Full time

Job summary

Brompton Bicycle Limited in London is seeking a Customer Service Advisor to provide a high level of service across multiple channels, resolve enquiries, and drive sales conversions for our world-class bikes.

The role is based in Greenford with occasional weekend/evening work; you will handle live chat, email, video, and phone, analyse data, report on KPIs, and collaborate with other departments to ensure consistent customer service while promoting Brompton's ethos.

Qualifications

• 1+ year in a similar role or bike industry.
• Able to sell to customer needs and meet sales targets.
• Able to analyse data and create relevant reports.
• Technical knowledge about Brompton is required.
• Self-starter who can work unsupervised to high standards.
• Professional communication and people skills; empathetic and audience appropriate.
• Strong written and verbal communication.

Responsibilities

• Provide global support through channels such as live chat, email, video chat and phone.
• Resolve customer enquiries within Brompton's brand values and KPIs.
• Drive conversions through engagement and product knowledge.
• Identify patterns in customer frustrations to improve processes or products.
• Reach out to customers to ensure successful journey completion.
• Escalate customer feedback and ideas for improvement.
• Provide updates to team in weekly meetings and reports.
• Attend weekly departmental meetings and factory trainings.
• Collaborate with other departments to ensure consistent service.

Skills

Customer service

Sales targets

Data analysis

Communication

Team player

Self-starter

German speaker

Salesforce

Tools

Salesforce

Job description

The 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. 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.

Main duties

• 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.

• 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.

• Amplify the voice of the customer by escalating customer feedback and ideas for improvement.

• Provide updates to team on weekly meetings as well as weekly and monthly reports when necessary.

• Attend weekly departmental meetings and factory training sessions when required.

• Work with other departments to ensure consistent customer service levels across the company.

Skills and Experience

• At least 1-year experience in a similar role or in bike industry

• Able to sell to customer needs and meet sales targets

• Able to analyse data and create relevant reports when required

• Technical knowledge about Brompton is required

• Familiar with a customer service platform such as Salesforce is desirable but not essential

• 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 if required- access to reliable internet connection required.

• Interest in cycling, outdoors activities or other sports.

• Knowing another European language would be a plus, but not mandatory.

• Uses AI effectively across customer service channels and provides feedback to continuously improve AI performance.

• German speaker is desirable