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Customer Service Representative - French Speaking

London, England, United KingdomCustomer Service

Job description

About Brompton

The Brompton bike was first designed by Andrew Ritchie in 1975 opposite the Brompton Oratory in South Kensington, hence the name. Since then, production has remained in London, and we’re now producing over 90,000 bikes a year, and recently just hit a huge milestone and sold our 1 millionth bike!

Brompton is the largest British UK bicycle manufacturer with a team of over 800 talented people, and we’re constantly growing. We specialise in designing and manufacturing high-quality folding bicycles for the urban market, and pride ourselves on building a genuinely sustainable and accountable business.

We are on a mission to transform urban living, and because of this are looking for talented and passionate people who want to make a difference.

The Role

You will 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 and evenings. 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.

You will be:

  • Providing global support through a wide variety of channels such as live chat, email, video chat and phone.
  • Resolving customer enquiries within Brompton’s brand values and within the expected response and resolution times.
  • Taking ownership of enquiries and proactively reach customers to provide a swift resolution and achieve a positive outcome.
  • Amplifying the voice of the customer by escalating customer feedback and ideas for improvement.
  • Providing updates to the team on weekly meetings and provide reports when required. Contribute to the monthly departmental report.
  • Attending weekly departmental meetings and training sessions when required.
  • Working with other departments to ensure consistent customer service levels across the company.
  • Driving conversions through the engagement of customers, suggestive selling, and sharing product knowledge.
  • Proactively be spotting patterns in the frustrations of the customers, seeing where we can change our processes or product to increase customer satisfaction and improve the product/service. 

Job requirements

You will need:

  • At least 1 years experience in a customer service role.
  • Fluency in French (or highly proficient) in both verbal and written communication. 
  • Ability to analyse data and create relevant reports when required. You would need to be confident using Excel.  
  • Previous experience of being able to analyse current processes and providing improvements when required. 
  • To have the ability to work some weekends, early mornings or evenings. 

Ideal experience: 

  • Technical knowledge of the Brompton Bicycle. 
  • Familiar with using Salesforce as a customer service platform tool. 
  • An understanding of Brompton’s ethos and how this has shaped its brand values

You might not tick all the boxes, and that’s okay, we still encourage you to apply. Here at Brompton we are always looking for people that share the same values and attitudes as we do, as we continue to build diverse teams and a sense of community which is made stronger by each new individual who joins.

Benefits at Brompton :

Brompton offers you an excellent working environment with enthusiastic colleagues who get along, communicate and co-operate well with each other. The working climate is informal, but we work hard. Next to good terms of employment, Brompton offers you the opportunity to work in a responsible and challenging job within a dynamic, international and ambitious environment. We are all proud to be part of Brompton Bicycle Ltd; we all share the same passion and dedication to the company and the product, despite any differences in cultural backgrounds and skills.

  • Flexible working – Hybrid working pattern, flexible hours and one additional Friday off a month to enjoy. 
  • Annual Leave – 20 days annual leave, plus all UK bank holidays. Annual leave allowance will increase with every year of service. 
  • Competitive Salary – Plus workplace pension scheme and profit share bonus.
  • Brompton Discount - Get ready to bike in style, as all employee’s receive up to 60% off their very own bike and accessories, plus there are discounts for your friends and family too.
  • Social activities - Throughout the year enjoy time with your colleagues as we host an annual Summer and Christmas party, annual bike rides (both inside and outside the UK), Birthday breakfast, volunteering activities and family fun days just to name a few.
  • Learning and Development - Access to free Linkedin Learning and opportunity to devote some of your time at work to personal development. We value professional development and actively promote internal promotions and opportunities.
  • Benefits - Workplace Pension Scheme, Care and Health Support, Flexible Working, Cycle to Work Scheme and other benefits.
  • Mental Health – We provide access to a confidential EAP that offers counselling, resources and support for various mental health challenges. There’s also Head Space, Brompton’s approved wellness program for employees.
  • Paid Leave – We offer an enhanced Family, Paternity and Maternity leave pay.