Live Chat & Customer Service Executive

Muc-Off Ltd; Poole; On-site; GBP 24,000 - 30,000; Full time

Job summary

Join a leading cycling cleaning products company as a Live Chat and Customer Service Executive. You'll manage live chat support, assist customers with product inquiries, and ensure high satisfaction scores. A passion for bikes and excellent communication skills are essential for this role.

Benefits

33 days holiday

Early finish on Fridays

Long service rewards

Employee Assistance Programme

Cycle to Work Scheme

Chill-out areas

Pension contributions

Excellent staff discounts

Qualifications

• Experience in live chat customer service preferred.
• Excellent spelling, grammar, and typing skills.

Responsibilities

• Manage live chat service and answer technical product questions.
• Handle customer service issues via live chat and email.
• Make product suggestions to customers.

Skills

Customer Service

Communication

Typing

Job description

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Muc-Off was founded in 1994 and is now the leading supplier of specialist cycling cleaning and maintenance products in the UK. Following five years of explosive growth, the company is expanding rapidly into European, Asian, and North American markets, focusing on cycling, motorcycle, and athlete performance products.

This is a great time to join this rapidly growing, innovative British business as we expand into new territories and sectors, and grow our brand presence in core bicycle and motorbike markets.

As the business continues to grow globally, we need a Live Chat and Customer Service Executive. Ideally, you are a bike enthusiast with customer service experience.

About the role

The Muc-Off eCommerce business is experiencing significant growth, launching new online experiences, and increasing revenue year on year. We are seeking a full-time team member to manage our new live chat service, answering technical product questions and supporting customer service with order inquiries. This role bridges online sales and customer service, akin to an in-store bike shop experience but online.

Key Responsibilities

1. Gain expert knowledge of Muc-Off products through detailed training, and share this knowledge with customers on muc-off.com.
2. Make real-time product suggestions to customers unsure of what they need.
3. Contribute to web sales by converting customers to the right products and maximizing spend through upsells and incentives.
4. Handle everyday customer service issues via live chat, such as shipping queries and order inquiries.
5. Respond to customer support emails alongside managing live chat support.
6. Ensure high review scores by delighting customers, especially when issues arise.
7. Assist with launching new products and services by engaging directly with customers and representing the brand online.
8. Support customers seeking bicycle, motorcycle, apparel, or merchandise products.

What We’re Looking For

An individual passionate about bikes, whether mountain, road, or motor, with a strong interest in riding. Ideally, you have experience in live chat customer service, but a genuine enthusiasm for bikes is key. You should possess excellent spelling, grammar, and typing skills, with the ability to handle up to four chats simultaneously.

Must Haves

• A passion for bikes and maintenance.
• Knowledge of MTB and road cycling scenes, with an understanding of powersports, or eagerness to learn quickly.
• Excellent spelling, grammar, and typing skills.
• A friendly, fun personality that can communicate in our brand tone of voice.
• Strong work ethic and team spirit, as our eCommerce team is small, agile, and lively.
• An entrepreneurial mindset with attention to detail.
• A self-starter capable of working independently, yet a collaborative team member maintaining daily communication with the wider eCommerce and customer service teams.
• A genuine brand advocate who embodies Muc-Off’s values.

What We Can Offer

• 33 days holiday, including UK bank holidays, increasing with service length.
• Early finish on Fridays.
• Long service rewards.
• Employee Assistance Programme.
• Cycle to Work Scheme.
• Chill-out areas, showers, and secure bike storage.
• Pension contributions.
• An exciting opportunity to work with a well-known local brand.
• A casual, energetic, and fully branded environment where staff can indulge in cycling and fitness passions.
• Excellent staff discounts on Muc-Off products.