Customer Service Agent 2024 Mytholmroyd, United Kingdom THE CHALLENGE Help us improve our ability to support Adventure Spec customers and community. Help our customers to get the most out of their Adventure Spec gear. Help us promote Adventure Spec values through our Customer Service interactions. Adventure Spec makes lightweight outdoors gear for adventure motorcyclists. Our customers use our gear to create adventure stories on bikes with friends in the great outdoors. We promote a ‘light is right’ philosophy to adventure riding - lighter bike, lighter gear and a lighter footprint from our travels. Our team is small but committed to creating change in this corner of the motorcycle and outdoors sector. The story of our brand has been built through innovation, problem solving and a core understanding of the needs of our community. We often find ourselves punching above our weight. THE OPPORTUNITY We are looking for a professional, detail oriented Customer Service Agent who will join our busy team and help us grow into the next chapter of our story. You will be responsible for representing Adventure Spec through our online Helpdesk and resolving customer queries relating to our products, customer logistics and customer finance. Our Customer Services Team are the first point of contact for all Helpdesk/email enquiries. You will help create customer service outcomes that satisfy customers and where possible create positive stories that have the potential to be utilised in marketing and sales objectives. A strong emphasis is placed on creating an ongoing connection of trust with our customers based around a shared interest of adventure motorcycling. Communication CRM management Logistics systems Conflict resolution Adventure motorcycling Outdoors sector Responsibilities ● Point of contact for customers and potential customers through our online helpdesk ● Present an “on-brand” polite and professional response to all first line inquiries ● Take control of our returns process including: ○ Customer interactions ○ Managing logistics of returns/exchanges ○ Taking critical pathway decisions ○ Control of customer returns finances ○ Passing relevant customer experiences to respective departments ● Provide technical assistance with clothing and parts (assignment to warranty replacement etc) ● Provide experience led advice and support with potential sales avenues based around our products Essential ● Excellent English ● Highly professional and polite communication skills ● Strong human interaction skills ● Conflict resolution skills ● Process led mindset ● CRM System experience ● Experience of working with logistics/stock systems ● Ability to work autonomously without direct supervision Desirable ● Deep enthusiasm and experience in Adventure Motorcycling at the lighter end of the spectrum ● Deep understanding of the brand and product spread of the Adventure Motorcycling Market ● An understanding of Adventure Specs brand position within the Adventure Motorcycle market ● Technical understanding of outdoor/technical materials and applications (Goretex, softshell etc) What's great in the job? Be part of a passionate team who are making gear that serves the adventure motorcycling community you are part of. Work with the entire Adventure Spec Team and contribute to areas both within and outside your area of core responsibility. Access to key team members who have helped shape the adventure motorcycle and outdoors sectors over the last 20 years. Ride Adventure Spec kit - you need to know it in order to talk about it. Flexible working hours. Work remotely - we don’t have a central office. Budget for training and personal development within your area of expertise. What is the salary? 80hrs per month / £1200pm. Time over and above contracted hours paid pro-rata. This is a remote working position. PAYE terms open to UK nationals. Freelance only to non-UK nationals. How to apply? Application deadline is 4th October 2024. Use the 'Apply Now' link below to apply or send a covering letter and CV to customerserviceagent2024adventure-spec-ltd.odoo.com