At Balfe’s it’s all about people. And bikes! It’s the passion, energy and enthusiasm of all of our colleagues throughout the business, which makes Balfe’s a great place to work.
Our brand Purpose is: To make cycling welcoming for all and empower people to feel confident living life on two wheels.
Our brand Mission is:To enable everyone to feel empowered and supported to explore the benefits of cycling, by providing reliable honest advice and outstanding customer service.
Our brand Vision is: To be the cycling retailer of choice, renowned for our great product selection and exceptional service, earning the trust and loyalty of every customer.
Joining Balfe’s means you’ll be working with like-minded people, and you will have opportunities to develop your skills and experience, and plenty of career progression if you want it.
Based at Gatwick Warehouse, Crawley, West Sussex.
40 Hours per week (Working 1 Saturday out of 5)
We are looking for a full-time Customer Support Advisor to deliver excellent service to our customers through a variety of channels. Our people are at the heart of what we do and ensuring our customers and colleagues get the best service is a key driver. Based in Crawley, we currently have 12 stores in London and Southeast. We are passionate about cycling and want to communicate this to our customers.
The Customer Support Advisor will report directly to the Support Team Manager who is responsible for the coaching, training and development for members of the Support Team.
The contacts from the customers will be managed through a variety of channels including phones, webchat, social media and email correspondence. Experience of some or all these channels is required.
Key Responsibilities
* Monitor, respond to, and resolve customer queries related to cycling products and services via webchat, phone, email, and social media.
* Provide expert technical support on the full range of Balfe’s Bikes products, ensuring customers receive the best advice for their cycling needs and satisfaction.
* Assist customers by offering detailed product information, helping them find the right bikes, components, and accessories, and resolving any issues that arise.
* Maintain a professional and friendly approach when communicating with customers, ensuring they feel valued and supported.
* Offer alternative solutions, when necessary, always aiming to meet customers' cycling needs and enhance their experience.
* Advise on and process Cycle to Work schemes, helping customers make the most of these programs to get on the road.
* Perform any other customer service-related tasks, always ensuring a smooth and positive experience for all cycling enthusiasts.
Knowledge, Skills and Experience:
* Ability to demonstrate a solid understanding of bicycles, components, and cycling technology, with a genuine passion to broaden and expand this knowledge further.
* Excellent verbal and written communication skills, with the ability to engage effectively with fellow cyclists, team members, and customers.
* Exceptional attention to detail, striving for excellence in all aspects of bike assembly, maintenance, and customer service.
* Proven experience working in a dynamic, fast-paced environment, ideally within the cycling or outdoor industry, contributing to a high-performing team.
* Skilled at managing multiple tasks and shifting priorities while maintaining high standards of quality and service.
* Self-driven and decisive, with a positive attitude, strong problem-solving abilities, and the ability to take ownership of tasks from start to finish.
* Confident and professional communication skills, with the ability to engage with all levels of the business, including senior management and directors.
* Flexible and adaptable, with the willingness to take on varied duties as needed, including working evening and weekend shifts in line with business needs.
* Availability to work one weekend day every five weeks and a late shift (11am to 8pm) once a week, ensuring the team’s operational flexibility.
Balfe’s Perks
What's in it for you? Plenty. We offer our team a pretty nice package of perks (even if we do say so ourselves), including:
* Cycle to Work initiative.
* Excellent staff discounts
* Performance bonuses
* Referral Bonus
* Enhanced Parental Policies
* 28 Days Annual Leave
Our Values
Passion - We love cycling, and we love what we do – we’re excited to share our passion with the world. It’s what makes Balfe’s a fun and positive place to work.
Teamwork - There are no egos here – we work collaboratively for the greater good of the team. We go the extra mile for our customers, and each other!
Honesty - Good relationships are built on trust. Our customers can trust us to be honest and reliable at all times – we want to break down barriers and make cycling simple.
Community - We’re here to help the cycling community, and welcome new people to it. Our open and friendly team are ready to assist people along all stages of their two wheeled journey. We believe that cycling is for everyone.
Knowledge - Our goal is to provide our customers with all the knowledge they need to feel confident on two wheels. We pride ourselves on our level of collective experience and are constantly working to upskill our team.
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