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For Companies At a Glance
- Tasks: Manage live chat, answer customer queries, and provide product suggestions.
- Company: Join Muc-Off, the UK's leading cycling cleaning and maintenance brand, expanding globally.
- Benefits: Enjoy 33 days holiday, early finishes on Fridays, and great staff discounts.
- Why this job: Be part of a dynamic team in a fun, cycling-focused environment with growth opportunities.
- Qualifications: Passion for bikes, excellent communication skills, and customer service experience preferred.
- Other info: Work in a casual, energetic setting with perks like secure bike storage and chill-out areas.
The predicted salary is between 30000 - 42000 £ per year.
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Muc-Off was founded in 1994 and are now the leading supplier of specialist cycling cleaning and maintenance products in the UK. Following 5 years of explosive growth the company is expanding fast into the European, Asian and North American markets focusing on its core categories of cycling, motorcycle and Athlete performance products.
This is a great time to be part of this rapidly growing, truly innovative British business as we embark on new territories and sectors, whilst growing our brand presence across core bicycle and motorbike markets.
As the business continues to grow at a fast pace globally there is a need for a Live Chat and Customer Service Exec. Suited to a bike enthusiast with experience in customer service.
About the role
The Muc-Off eCommerce business is on a steep growth path, launching new online experiences and enjoying significant revenue growth year on year. We have a need for a full-time member of the ecom team to manage our live chat service that will both answer technical product questions and support on customer service to quickly deal with questions on order queries. This is an exciting role to meet an emerging need and will bridge the gap between online sales and customer service dealing directly with customers. Think in-store Bike Shop service, but online.
Key Responsibilities
- Gain an expert level of knowledge on the Muc-Off product range through detailed training passing on what you know to customers on muc-off.com
- To make real-time suggestions to customers who don’t know what they need
- To contribute to web sales by converting customers not only to the right product but also to maximise spend via upsells and incentives.
- To deal with everyday customer service issues via live chat and phone such as shipping queries or order enquiries
- To answer customer support emails in parallel to running and owning our live chat service
- To delight customers when things don’t go to plan helping keep our review scores as high as possible
- To help launch new products and services by dealing directly with customers and be the voice of the brand online
- To directly assist customers looking for Bicycle, motorcycle, apparel or merch
What We’re looking for:
Ideally an experienced live chat operative but certainly an individual with bike knowledge be them mountain, road, motor or all three, you will have a passion for riding. You’ll also need great spelling, grammar and typing skills along with an excellent telephone manner.
Must Haves
- A real passion for bikes and how to maintain them
- Great knowledge of the MTB and Road scene with an understanding of Powersports too, or an eagerness to learn quickly!
- Fantastic telephone manner
- Amazing spelling, grammar and typing skills
- A friendly, fun-loving individual who can communicate in our brand tone of voice.
- Great work ethic and team player – our ecom team is small, nimble and fun!
- Entrepreneurial in nature with an eye for detail
- Self-starter and able to work un-guided but a great team member who will be in daily communication with the wider ecom and customer service team
- A true brand advocate who can live and breathe Muc-Off
What we can offer
- 33 days holiday, inclusive of UK bank holidays increase with length of service
- Early finish on a Friday
- Long Service Rewards
- Employee Assistance Programme
- Cycle to Work Scheme
- Chill out areas, showers and a secure area to store your bike
- Pension contributions
- An awesome opportunity to work with a local and widely recognised Brand
- A cool, casual, energetic, and fully branded-up working environment where staff indulge their passions for cycling and fitness
- Excellent staff discount on Muc-Off products
Muc-Off was established in 1994, and since then we have experienced strong global…
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Live Chat & Customer Service Executive employer: Muc-Off Ltd
Contact Detail:
Muc-Off Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Live Chat & Customer Service Executive
✨Tip Number 1
Familiarise yourself with Muc-Off's product range and their unique selling points. This knowledge will not only help you answer customer queries effectively but also demonstrate your genuine passion for the brand during any interviews.
✨Tip Number 2
Engage with cycling communities online, such as forums or social media groups. This will enhance your understanding of customer needs and preferences, making you a more effective candidate for the role.
✨Tip Number 3
Practice your typing and communication skills by engaging in live chat simulations. Being able to handle multiple chats simultaneously is crucial, so honing this skill will set you apart from other candidates.
✨Tip Number 4
Showcase your enthusiasm for bikes in your interactions, whether through networking or during interviews. A friendly and fun personality that aligns with Muc-Off's brand tone will make you a memorable candidate.
We think you need these skills to ace Live Chat & Customer Service Executive
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and requirements. Highlight your passion for bikes and any relevant customer service experience in your application.
Tailor Your CV: Make sure your CV reflects your skills and experiences that are most relevant to the Live Chat & Customer Service Executive role. Emphasise your communication skills, typing proficiency, and any previous experience in live chat support.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for cycling and customer service. Mention specific examples of how you've delighted customers in the past and how you can contribute to Muc-Off's growth.
Proofread Your Application: Before submitting, double-check your application for spelling and grammar errors. A polished application reflects your attention to detail and professionalism, which is crucial for this role.
How to prepare for a job interview at Muc-Off Ltd
✨Show Your Passion for Bikes
Make sure to express your enthusiasm for cycling and bike maintenance during the interview. Share personal experiences or stories that highlight your love for bikes, as this role requires a genuine passion for the products.
✨Demonstrate Customer Service Skills
Prepare examples of how you've successfully handled customer inquiries in the past. Highlight any experience with live chat support, and be ready to discuss how you would manage multiple chats while maintaining a friendly and professional tone.
✨Know the Products Inside Out
Familiarise yourself with Muc-Off's product range before the interview. Being able to discuss specific products and their benefits will show that you're proactive and genuinely interested in the role.
✨Practice Typing and Communication Skills
Since you'll be handling live chats, practice your typing speed and accuracy. Also, ensure you can communicate clearly and effectively, as excellent spelling and grammar are essential for this position.
