Customer Service Representative - Video

Job description

About the Company

Brompton is a highly respected British manufacturer of bespoke folding bikes, each bike being hand made in the London factory. For many owners of our bikes, Brompton is part of their lifestyle and an expression of who they are. We enjoy riding our bikes too and we’re proud of their success around the world.

As a brand, our vision is to transform how people live and get around in cities. Our bike was conceived as a product which would increase people’s sense of independence and freedom, and this concept is still at the heart of everything we do. The Brompton is widely acknowledged as the finest bike of its type: cleverly designed, and beautifully made to be versatile, easy to use and durable. This excellence, combined with the resurgence in cycling for transport and leisure, means we are enjoying strong company growth. If we are to continue to grow we need to recruit great people who can further drive sales.

Brompton Bicycle is privately-owned, successful and profitable, and we have good relationships with our distributors, dealers and owners. We export 80% of our production to 44 countries around the globe, and we intend to produce over 90,000 bikes this year. But we believe we’re just getting started.

If you’re excited by the opportunity to sell market-leading products that make a difference to people’s lives, and thrive on responsibility, we can offer you a job you will not find anywhere else.

The role 

Provide a high level of customer service via Live Video to new and existing Brompton customers, driving sales conversions by helping potential customers decide on the perfect Brompton for them and placing their order. This is a full-time position based in 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  

  • Provide sales support to customers by answering incoming video calls and scheduling product demonstrations with customers when required.  
  • Drive sales conversions through engagement of customers, suggestive selling, and sharing product knowledge. 
  • Proactively assist customers to ensure that the customer journey is successfully completed.  
  • Present the store and product to an exceptional high standard to meet the premium service we provide.  
  • Record and assist in maintaining accurate stock levels. 
  • Provide global support to customer enquiries, resolving them within Brompton’s brand values and within the expected response and resolution times. 
  • Identify prospective customers and update customer database with contact details and interest information.  
  • Provide support to customers via video chat, telephone, live chat and email, when required. 
  • Provide updates to team on weekly meetings or when required. 
  • Produce weekly and monthly reports on key sales and customer service KPIs such as total sales per product type, ROI, CSAT, FRT and AHT.  
  • 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. 

Job requirements

Skills and Experience  

  • At least 1-year experience in a retail role within the cycling industry is required. 
  • Technical knowledge about Brompton is mandatory. 
  • Comfortable being on camera, assisting customers “face-to-face” via video calls. 
  • Energetic, smiling, and enthusiastic personality is mandatory. 
  • Strong written and verbal communication; eloquent, empathetic, and audience appropriate 
  • Able to identify and assess customers’ needs to achieve satisfaction. 
  • Able to meet sales targets and strict deadlines.  
  • Experience in making outgoing calls to sell Brompton products. 
  • Pro-active and can work unsupervised to high standards and with meticulous detail. 
  • Able to analyse data and create relevant reports when required. 
  • Strong grasp of modern technology such as Gimbals and Video Software. 
  • Familiar with a customer service platform such as Zendesk. 
  • Familiarity with eCommerce video platforms such as Go-In Store and Hero is desirable. 
  • A team player who will contribute to the continuous improvement of the department and company. 
  • Proficiency in Excel is desirable. 
  • An understanding of Brompton’s ethos and how this has shaped its brand values. 
  • Able to work some weekends, early morning, or evenings. 
  • Fluency in German or French is a plus. 
  • Interest in cycling, outdoors activities or other sports. 

Measures of Success 

  • Quantity of calls received and made 
  • Sales Conversions  
  • Customer Satisfaction  
  • Service availability during operational hours 

Position in Organisation 

  • Reporting into Customer Service Team Lead.
  • Working closely with the Customer Service Manager and Head of Customer Service 
  • Working with Brompton Junction Team.