At a Glance
- Tasks: Support retailers and partners, manage orders, and resolve customer queries.
- Company: Awesome company passionate about cycling and customer care.
- Benefits: 25 days leave, discounts on bikes, health perks, and charity time off.
- Other info: Flexible hybrid working and opportunities for personal growth.
- Why this job: Join a team that loves bikes and makes a real difference.
- Qualifications: Fluent in English and Czech/Slovak, with customer service experience.
The predicted salary is between 30000 - 40000 £ per year.
Job Description
A Bit About Us
We are an awesome place to work, with amazing benefits for all employees.
We build only products we love, provide incredible hospitality to our customers, and change the world by getting more people on bikes.
Position
Customer Care Guide
Department
Customer Care
Type
Full time, Permanent
Location
Milton Keynes, UK (hybrid working approach)
Reports to
UK+ Customer Care Manager
Travel
Occasional within UK and Europe
We’re looking for a Customer Care Guide to support our retailers across Czech Republic and Slovakia, as well as a growing network of distributor partners.
In this role, you will manage orders, resolve queries and help partners succeed.
This role operates Monday to Friday, 8:00am – 4:30pm.
Key Responsibilities
- Manage retailer accounts, support order placement and maintenance, ensuring accurate deliveries.
- Partner with Territory Manager to support sales performance and drive growth, contributing to monthly and annual business targets.
- Manage warranty claims, providing timely resolutions within 48 hours.
- Own customer queries from start to finish, handling efficiently and professionally.
- Collaborate across departments for smooth and timely delivery of products and services.
- Maintain accurate records of customer interactions, enquiries and resolutions.
- Follow up on customer interactions to ensure positive outcomes and high‑quality service.
About You
- Fluency in English and Czech/Slovak, with excellent verbal and written communication skills.
- Professional, approachable telephone manner.
- Good IT skills, confident using Microsoft Office and web‑based systems.
- Strong relationship‑building skills.
- Well organised, good time‑management, and independent prioritisation.
- Flexible and adaptable to varying customer needs.
- Experience in a customer care or customer service environment.
- Interest in bicycle products or the cycling industry, or willingness to learn.
- Experience with technical or maintenance‑related cycling queries is advantageous but not essential.
- A Cytech qualification or equivalent is desirable.
Benefits
- 25 days annual leave per year, plus bank holidays.
- Discounted employee purchase scheme on bikes, parts, and accessories.
- 24/7 employee assistance program and counselling services.
- 24/7 virtual GP services.
- Healthcare cashback scheme.
- Gym membership discounts and discounts on other health and wellbeing brands.
- Annual paid time off for charity work.
- Death in service benefit.
- Cycle to work scheme.
- Salary Sacrifice EV vehicle scheme.
- #J-18808-Ljbffr
Customer Care Guide employer: Trek Bicycle
Trek Bicycle in Poole is an exceptional employer that fosters a vibrant work culture centred around passion for cycling and customer service. With generous benefits such as 25 days of annual leave, an employee discount scheme, and a 24/7 employee assistance program, we prioritise the well-being and growth of our team members, making it a rewarding place to build a career while inspiring others on their cycling journeys.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Guide
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Trek Bicycle. 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 Trek Bicycle 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 Care Guide
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 Trek Bicycle:Your cover letter is your chance to shine! Tell us why you want to work at Trek Bicycle 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 Trek Bicycle!
How to prepare for a job interview at Trek Bicycle
✨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.
