At a Glance
- Tasks: Help families with bike subscriptions and provide top-notch customer service.
- Company: Join Bike Club, the second-largest bike rental network globally, focused on sustainability.
- Benefits: Enjoy remote work, flexible hours, 26 days holiday, and private health insurance.
- Other info: Shape your role as our team grows and enjoy a supportive team culture.
- Why this job: Make a real difference in families' lives while working in a fun, dynamic environment.
- Qualifications: Customer service experience, CRM knowledge, and a proactive, empathetic attitude.
The predicted salary is between 22950 - 28050 £ per year.
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 come first, and our Customer Service and Success Team is what brings that to life.
It's a role that blends service with a proactive mindset.
Part of it is the day-to-day: helping members with subscriptions, billing, deliveries and choosing the right bike.
The rest is proactive: reaching out at the right moments, supporting retention, and making sure every family feels looked after from start to finish.
No two days are the same, and we love it that way!
You will
- Handle member queries across multiple channels, including email, 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.
- Conduct proactive outreach to members at key moments in their journey.
- 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.
This role will grow as our team does, so if you like the idea of shaping something rather than slotting into a fixed box, you'll fit right in.
Requirements
- Genuinely care about offering the highest level of customer service.
- Previous experience with CRM tools, preferably Salesforce.
- A proactive mindset, happy to reach out to members at the right moments rather than waiting for them to come to you.
- 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 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 weekend 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
- Private health insurance
- via Vitality
- 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
- #J-18808-Ljbffr
Customer Service Executive employer: Bike Club Limited
Bike Club Limited is an exceptional employer, offering a dynamic work environment in Rainham where innovation and teamwork thrive. With a strong focus on employee growth, we provide ample opportunities for professional development and continuous improvement, ensuring that our team members are equipped to excel in their roles. Our commitment to safety and efficiency, combined with a supportive culture, makes us a rewarding place to build a meaningful career in operations management.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Executive
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Bike Club Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Bike Club Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Executive
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Bike Club Limited:Your cover letter is your chance to shine! Tell us why you want to work at Bike Club Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Bike Club Limited!
How to prepare for a job interview at Bike Club Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
