Live Chat & Customer Services Executive

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Muc-Off was founded in 1994 and are now the leading supplier of specialist cycling cleaning and maintenance products in the UK. Following 5 years of explosive growth the company is expanding fast into the European, Asian and North American markets focusing on its core categories of cycling, motorcycle and Athlete performance products.

This is a great time to be part of this rapidly growing, truly innovative British business as we embark on new territories and sectors, whilst growing our brand presence across core bicycle and motorbike markets.

As the business continues to grow at a fast pace globally there is a need for a Live Chat and Customer Service Exec. Suited to a bike enthusiast with experience in customer service.

About the role

The Muc-Off eCommerce business is on a steep growth path, launching new online experiences and enjoying significant revenue growth year on year. We have a need for a full-time member of the ecom team to manage our live chat service that will both answer technical product questions and support on customer service to quickly deal with questions on order queries. This is an exciting role to meet an emerging need and will bridge the gap between online sales and customer service dealing directly with customers. Think in-store Bike Shop service, but online.

Key Responsibilities

• Gain an expert level of knowledge on the Muc-Off product range through detailed training passing on what you know to customers on muc-off.com
• To make real-time suggestions to customers who don’t know what they need
• To contribute to web sales by converting customers not only to the right product but also to maximise spend via upsells and incentives.
• To deal with everyday customer service issues via live chat and phone such as shipping queries or order enquiries
• To answer customer support emails in parallel to running and owning our live chat service
• To delight customers when things don’t go to plan helping keep our review scores as high as possible
• To help launch new products and services by dealing directly with customers and be the voice of the brand online
• To directly assist customers looking for Bicycle, motorcycle, apparel or merch

What We’re looking for:

Ideally an experienced live chat operative but certainly an individual with bike knowledge be them mountain, road, motor or all three, you will have a passion for riding. You’ll also need great spelling, grammar and typing skills along with an excellent telephone manner.

Must Haves

• A real passion for bikes and how to maintain them
• Great knowledge of the MTB and Road scene with an understanding of Powersports too, or an eagerness to learn quickly!
• Fantastic telephone manner
• Amazing spelling, grammar and typing skills
• A friendly, fun-loving individual who can communicate in our brand tone of voice.
• Great work ethic and team player – our ecom team is small, nimble and fun!
• Entrepreneurial in nature with an eye for detail
• Self-starter and able to work un-guided but a great team member who will be in daily communication with the wider ecom and customer service team
• A true brand advocate who can live and breathe Muc-Off

What we can offer

• 33 days holiday, inclusive of UK bank holidays increase with length of service
• Early finish on a Friday
• Long Service Rewards
• Employee Assistance Programme
• Cycle to Work Scheme
• Chill out areas, showers and a secure area to store your bike
• Pension contributions
• An awesome opportunity to work with a local and widely recognised Brand
• A cool, casual, energetic, and fully branded-up working environment where staff indulge their passions for cycling and fitness
• Excellent staff discount on Muc-Off products

Muc-Off was established in 1994, and since then we have experienced strong global...

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