Customer Service Representative – eCommerce focused

Job description

The role

Provide a high level of Customer Service to all Brompton customers by using a wide variety of channels to resolve their enquiries as well as increasing the customer base by driving sales conversions. This is a full-time position based in Greenford, London with occasional working on weekends. Our aim is nothing less than to deliver first class customer service, to match the world class products that we manufacture and sell around the globe.

Main duties

  • Drive conversions through engagement of customers, suggestive selling, and sharing product knowledge
  • Proactively reach customers to ensure that the customer journey is successfully completed
  • Managing financial transactions such as refunds and vouchers
  • Organise, process and report on eCommerce returns
  • Provide global support to customer enquiries, resolving them within Brompton’s brand values and within the expected response and resolution times
  • Provide support to customers via telephone, email, live chat, and video chat
  • Assist with the operation of the ecommerce platform by reporting on issues faced by customers
  • Attend weekly departmental meetings and factory training sessions when required
  • Work with other departments to ensure consistent customer service levels across the company
  • Represent the company at the Brompton World Championship, industry shows and external events as and where necessary
  • Provide weekly and monthly eCommerce reports to the team supervisor
  • Provide updates to team on weekly meetings or when required

Job requirements

Skills and Experience

  • At least 1-year experience in a similar role within an eCommerce business
  • Able to sell to customer needs
  • Able to meet sales targets
  • Experience in making outgoing calls to sell the service and products
  • Able to analyse data and create relevant reports when required
  • Able to improve and set up new processes when required
  • Technical knowledge about Brompton is desirable but not essential
  • Familiar with a customer service platform such as Zendesk
  • Be a self-starter who can work unsupervised to high standards and with meticulous detail
  • Professional communication and people skills with a genuine desire to provide excellent customer service
  • Strong written and verbal communication; eloquent, empathetic, and audience appropriate
  • A team player who will contribute to the continuous improvement of the department and company
  • Be IT literate including MS Word and Excel
  • Be prepared to travel within the UK, and occasionally abroad
  • Awareness of Health and Safety standards; along with an understanding of Dignity and Diversity in the workplace
  • An understanding of Brompton’s ethos and how this has shaped its brand values
  • Able to work some weekends, early morning, or evenings
  • Able to work remotely if required– access to reliable internet connection required
  • Conversational and written Italian, Dutch or any other European language will be a plus but not essential