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Customer Service Representative - French Speaking

  • Greenford, England, United Kingdom
Customer Service

Job description

The role:

The Customer Service Representative 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.

Key Responsibilities:

  • Provide global support through a wide variety of channels such as live chat, email, video chat and phone.
  • 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 and Bike Hire/subscription 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 factory training sessions when required.
  • Work with other departments to ensure consistent customer service levels across the company.

Job requirements

Who you are:

  • Fluency in both English and French
  • Able to sell to customer needs and meet sales targets
  • 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 Salesforce
  • 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
  • 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 and in the office when required – access to reliable internet connection required.
  • Interest in cycling, outdoors activities or other sports.

Desired Experience:

  • Experience in a similar role within an eCommerce business
  • Experience in making outgoing calls to sell the service and products

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 and Hybrid working patterns available
  • Annual Leave – 20 days annual leave, plus all UK bank holidays.
  • 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.
  • Staff Loan Bike – All employees are eligible to receive a Brompton Bicycle which they can use free of charge for up to 3 months
  • Onboarding Induction – New starters will enrol on a 3-month onboarding induction programme with a welcome pack goody bag as well as a factory tour, meet&greet with the Chiefs and an afternoon bike ride. There are also opportunities for work experience in the Covent Garden shop floor.
  • Free Breakfast – Unlimited, all-day access to an array of fruit and cereal
  • On-Site Canteen – Staff can enjoy subsidised hot meals, snacks and refreshments at our in-house HandleBar Café
  • Breakout Areas – Unwind on the mezzanine floor which contains a ping-pong, foosball and pool table and other games like darts and a giant Connect-4!
  • 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.

Brompton was listed amongst the best UK workplaces in 2020 and was awarded silver investors in People Accreditation and London Living Wage Employer in 2021.

Diversity, Equality and Inclusion Commitment

Regardless of age, disability, race, gender, religion, sexual orientation, culture, educational background, parental status, neurodiversity or disability - whoever you are, if you’re passionate about your work, curious, relentless and customer-obsessed, we want to hear from you.