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Customer Service Representative

  • Shanghai, Shanghai Shi, China

Job description

About the Customer Service Team

The Brompton Customer Service team is made up of a diverse, respecting, and positive group of individuals, that reflects the wider business ethic and drive to promote freedom in cities through the products we manufacture. We are unified in an effort to provide a gold standard of customer service to a global network of Brompton Owners, perspective owners and the supporting dealer network.

The Customer Service team are passionate about the product and understand what the freedom it provides its users. We focus on making sure that every step of the customer’s journey is positively supported, through meaningful and catered for communication and literature, including when the product does not perform completely as expected. The team operate on a great attitude of owning the queries presented and championing the customer’s experience every at step of the way.

Brompton’s Customer Service team is a family of individuals with a “can do” attitude and a desire to empower people’s movement and freedom through the fantastic product we provide.

Main Duties

  • Provide global support through a wide variety of channels such as live chat, email, and phone with focus on APAC areas.
  • 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.
  • Organise, process and report on eCommerce returns. Provide weekly and monthly reports when necessary.
  • Managing financial transactions such as refunds and vouchers.
  • 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.
  • Assist with the operation of the ecommerce platform by reporting on issues faced by customers.
  • Amplify the voice of the customer by escalating customer feedback and ideas for improvement.
  • Provide updates to team on weekly meetings or when required.
  • Attend weekly departmental meetings and training sessions when required.
  • Work with other departments to ensure consistent customer service levels across the company.
  • Reactive technical support for both the consumer and dealer network. This will include:
  • Email support
  • Inbound phone support
  • Live chat
  • Raising warranty orders and credits
  • Creating RMAs and booking return to base warranty services
  • Helping build processes and technical literature to support the trade and consumer audience
  • Able to delivery the technical webinar or F2F guidance to dealers and consumers

Job requirements

Essential Skills and Experience:

  • Fluent English written and spoken Language
  • Fluent Japanese written and spoken Language
  • Excellent communication skill, well-organized, detail-minded with strong ownership
  • A Cycle enthusiast and promoter of bikes
  • IT savvy and quick learner on new Software, Systems and Processes
  • Completely comfortable with the Microsoft Office platform and included apps
  • The ability to work remotely – access to reliable internet connection is required
  • The ability to work some weekends

Preferred Skills and Experience:

  • Experience with ticketing system such as salesforce
  • Experience with invoice, credit, stock management and RMA systems

What Will Make You A Great Fit:

  • Creative problem solver, able to visualise multiple routes to a solution and appreciate the value and significance of each step on the way
  • Level-headed and balanced attitude under pressure
  • Organised and clear communication style
  • Empathetic and supportive personality, resonating with the experience of the owner and not just the fault with the product
  • Outspoken and confident, proactively reaching out for support and amplifying the voice of the customer throughout the business
  • Amicable team player, understanding that success derives from the work of “we” and not just “I”