Customer Care Guide (Ecommerce)

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

The Role

Job title: Customer Care Agent (Ecommerce)

Department: Customer Care
Location: Milton Keynes, UK (hybrid working model; 3 days at the office, 2 days at home)
Type: Permanent, Full Time (37.5 hours per week)

Reports to: Customer Care Team Leader

About the Role

Do you take pride in delivering outstanding Customer Care? Do you have a detailed knowledge of the cycle industry?

If you are both of the above, then Trek’s Customer Care Agent role could be for you! The successful applicant will work with the Customer Care Ecommerce Team for the UK and support the wider Customer Care team with ad-hoc tasks, which can include weekend work.  

Key Accountabilities

• Provide excellent Customer Care to all Trek customers
• Take ownership of any customer care queries, ensuring that all matters are dealt with in an efficient and timely manner
• Liaise with all departments across the business, to ensure the timely and professional delivery of services and or products
• Record details of inquiries, comments and complaints and actions taken
• Follow up on customer interactions
• Reviewing/Processing of Consumer orders

About you

Essential

• Availability to work weekends
• Bicycle product knowledge & experience
• Can-do attitude
• 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
• Used to working to tight deadlines in a fast moving environment
• Ideally experienced in various IT environments and have a good grasp of the web
• Excellent communication skills
• Advanced Computer skills with all elements of Microsoft Office
• Have a professional telephone manner
• Be flexible and adaptable in your approach to customer’s needs
• Written & verbal fluency in English

Desirable

• Cytech qualification or equivalent
• Written & verbal fluency in Czech, Slovak or Polish.

  
Trek Bicycle Corporation Ltd cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation, and delivers better business results.

We encourage individuals to apply even if they do not meet the full criteria above but believe they would be a great fit.

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!