Apprentice Customer Service Representative

Full-Time - Poole About Muc-Off

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.

About the role

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.

You will be offered an apprenticeship training course for a Customer Service Practitioner Apprenticeship Level 2 qualification. You'll be responsible for managing our live chat service, answering technical product questions and supporting customers with order queries.

This role will really appeal to someone who has a keen interest in all things bike!

Key Responsibilities

• Gain an expert level of knowledge on the Muc-Off product range through detailed training and pass that knowledge onto customers on
• Make real-time suggestions to customers who don't know what they need
• Contribute to web sales by converting customers to the right product while maximising spend through upsells and incentives
• Deal with everyday customer service issues via live chat and phone, including shipping and order enquiries
• Answer customer support emails alongside running and owning the live chat service
• Delight customers when things don't go to plan, helping keep our review scores as high as possible
• Help launch new products and services by dealing directly with customers and being the voice of the brand online
• Directly assist customers looking for bicycle, motorcycle, apparel or merch products

Must-Haves

• A real passion for bikes and how to maintain them
• An eagerness to learn quickly
• 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 ecommerce team is small, nimble and fun
• Entrepreneurial in nature with an eye for detail
• A self-starter who can work independently while staying in daily communication with the wider ecommerce 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 (increasing with service)
• Early finish on Fridays
• Excellent staff discount on Muc-Off products
• Employee Assistance Programme
• Cycle to Work Scheme
• Pension contributions
• Long Service Rewards
• Chill out areas, showers and a secure area to store your bike
• An awesome opportunity to work with a local and widely recognised brand
• A cool, casual and fully branded-up working environment where staff indulge their passions for cycling and fitness