Customer Care Guide

A bit about us 

Trek is an awesome place to work, with amazing benefits for all employees. We build only products we love, provide incredible hospitality to our customers, and change the world by getting more people on bikes. When you’re on our team, you’re taken care of, encouraged to learn and grow, and given lots of opportunities to do so. Give us your best, and we’ll give it right back. Sound pretty sweet? Then come join us!
 

Job Description

In the UK, we are also a Great Place to Work certified workplace and globally we were recognized in the Fortune 100 of Best Companies to Work for in 2023.

Position: Customer Care Guide

Location: 3 days per week in our Milton Keynes Office, 2 days remote

Job type: Full Time, Permanent

Reporting to: Customer Care Manager

About the role:

Do you take pride in delivering outstanding Customer Service?

Do you have a detailed knowledge of the cycle industry?

Would you love the opportunity to join a thriving business where your colleagues really love the product they sell?

If you are all of the above, then Trek’s Customer Care Guide role could be for you!

The successful applicant will assist with the Customer Care function for the UK (and possibly Poland) on a timely basis and support the wider Customer Care team with ad-hoc tasks.

Key responsibilities:

• Provide excellent customer service to all Trek customers regardless of the size of the account

• Key account support for our largest retailers

• Record details of inquiries, comments, complaints and actions taken and follow up on customer interactions through Phone, CRM & Email

• Liaise with all departments across the business, to ensure the timely and professional delivery of services and or products

• Support the local B2B lead during holiday / absence

About you:

Essential:

• Bicycle product knowledge & experience

• Minimum 3 years’ experience dealing in a customer service environment

• Minimum 2 years’ experience of dealing with maintenance/technical issues preferable from within the cycle industry

• Able to work to tight deadlines in a fast moving environment

• Advanced Computer skills with all elements of Microsoft Office and have a good grasp of the web

• Excellent communication skills, written and verbal

• Can-do attitude

Desirable:

• Cytech Level 3

• Polish language skills

If you don’t meet all the criteria but believe you have great value to add then let us know in a cover letter why your skillset is right for the role!

Benefits here at Trek:

• 25 days annual leave plus bank holidays

• Discounted employee purchase scheme on bikes, parts and accessories

• 24/7 employee assistance program

• 24/7 virtual GP services and counselling services

• Gym membership discounts and discounts on other health & wellbeing brands

• Retail discount platform on high street and online brands including Asos, Argos, Sainsburys, M&S, John Lewis, Ikea, Tui, Easy Jet and many more

• Discounted cinema tickets

• Annual paid time off for charity work

• Death in service benefit

If you have any particular requirements in respect of the recruitment or interview process, please mention this in your application and we will be happy to support you.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!