• The role

    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.

    Main duties
    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 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

    Skills and Experience
    At least 1-year experience in a similar role within an eCommerce business
    Able to sell to customer needs.
    Able to meet sales targets
    Experience in making outgoing calls to sell the service and products
    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 Zendesk
    Fluency in German is required
    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 if required– access to reliable internet connection required.
    Interest in cycling, outdoors activities or other sports.

    Salary is circa £25,000

  • Ha, have you not managed to train @Dropout up in German yet (assuming he's still at Brompton)? :)

  • Seems £25k buys you a lot.

  • £25k for that job? Fuck right off.

  • Skills and Experience
    Strong written and verbal communication

    You're hired, @jj72!

  • Unless there is some kind of bonus or commission for hitting the sales targets.

  • Where are you working that a customer service assistant gets paid more than that?

  • Job involves fluency in two languages, various reporting, is London based, sales targets with no mention of added bounce for meeting them. £25k is a shy salary for that in my opinion.

  • Assuming a 40 hour week it's not much over london living wage.

  • Yeah it's not good pay but that's admin roles for you. My job is more involved than this and I am paid less. But then I don't have a second language

  • Job involves fluency in two languages, various reporting, is London based, sales targets with no mention of added bounce for meeting them. £25k is a shy salary for that in my opinion.

    And it’s an in-person job at the call centre they’re building on their industrial estate, separate to the main HQ. I’d say no WFH for unclassified telework carries a premium now, especially if C1-C2 language skills in 2 Euro languages are the lead criteria.

  • Hi Guy's I can see there has been a lot of debate here. First and foremost it's not a sales job selling the product. It's a customer service role supporting our customers with things like online ordering and any issues they might have along the way.

    Secondly we do 2 days in the office and the rest is work from home. We aren't a call centre and the office is actually based above the factory where we manufacture the bikes. I sit about 10 metres away from this team and it's anything but a call centre environment.

    Regarding the salary we are looking for two years experience in customer service and German language skills. I've spoke to customer service staff on £18,000 based in London and for the people we have hired recently it's a good starting point with our business and just as importantly we genuinely offer career development and a chance to progress in the business with either the Customer Service team or other area of the company.

    If this was in our sales team it would have a bonus and they would be working hard to meet sales targets and as such that would be fair.

    If anyone has any direct questions I'm happy to be direct messaged on here or you can follow up with me on linkedin - https://www.linkedin.com/in/jasonblaysea­rchandselection/

  • This position is now closed thank you for your interest!

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Brompton Bicycle - Customer Service Representative - German Speaking

Posted by Avatar for Sprocket_1981 @Sprocket_1981