Customer Support Executive- German Speaker

Join the Bike Club Team Customer Support Executive
Are you passionate about cycling sustainability and operational excellence Bike Club a pioneering force in childrens bike subscription services is on the lookout for a committed Customer Support Executive to initiate and elevate our customer experience while championing the flourishing community of family cyclists in UK and Germany.

Bike Club Introduction
At Bike Club we offer subscriptions for childrens bikes that grow with your kids. Families pay a monthly fee and when their children outgrow their bikes we exchange them for a larger size. We refurbish the used bikes and make them available to other families. Its sustainable and hasslefree.

With over 80000 bikes we are the secondlargest bike rental network globally and the largest in the childrens bike sector. With over $50 million in funding we are rapidly expanding across Europe. While our headquarters is in the United Kingdom we are also active in Germany.

Tasks

About the Role
Located in our London HQ the Customer Support Executive will play an important role in Bike Clubs sustained success and customer happiness.

We pride ourselves on being a customercentric company where our members are at the heart of what we do. That means our Customer Service Team plays a key role in helping support and grow our community ensuring that we provide an excellent level of service with every interaction.

Youll be providing exceptional customer support to Bike Club members through various channels including email live chat phone and social media (in English and German). Every day is different at Bike Club but you can expect things like answering member queries on exchanges payments delivery or mechanical issues. Youll also help prospective members with offering them guidance on choosing the right bike for their child understanding Bike Club and answering any other questions they might have about our service.

Were looking for someone who thrives in a fastpaced everchanging environment. As a key point of contact for our members youll be among the first to identify opportunities to improve our systems processes or product offerings. Its crucial that you provide your team and manager with clear actionable feedback to support continuous improvement every day.

Key Responsibilities

• Handle member queries across multiple channels including emails live chat telephone and social media.
• Develop expert product knowledge of our bicycle range to offer tailored advice and recommendations to our members.
• Act as the voice of the customer by gathering feedback and sharing insights with your team.
• Communicate clearly and effectively ensuring information is always shared clearly and concisely.
• Demonstrate a solution focused approach by resolving issues on the first contact whenever possible.

Requirements

What You Bring

• Fluency in both English and German with strong written and verbal communication skills (a must).
• Genuinely care about offering the highest level of customer support.
• Previous experience with CRM tools preferably Salesforce.
• Strong problemsolving skills coupled with a natural curiosity and a desire to learn.
• A high level of empathy and a commitment to exceeding customer expectations.
• You actively seek out feedback to help yourself grow and improve.
• Love the dynamic of a team environment but are just as comfortable working independently.
• You can remain positive when the going gets tough and working under pressure.
• A dependable organised and dedicated team player.
• At least 1 year of reallife experience in a similar customer support role.

Benefits

Benefits:

• 26 days annual leave plus bank holidays with additional days accrued for each year worked.
• Enhanced Maternity and Paternity Leave.
• Flexible working and Work From Anywhere policy in August and over the Christmas period.
• 30/month discount towards Bike Club subscription .
• Cycle scheme.
• Nursery Benefit.

Ready to take your career into a higher gear with Bike Club Were keen to pedal forward with you on our team!

Apply Today! We invite you to forward your CV and a cover letter expressing your enthusiasm for the core values and vision of Bike Club. Join us and lets embark on this trailblazing journey together!

If you dont meet all the qualifications but are passionate about this role we encourage you to apply; you may be exactly who were looking for!