AFTERSALES CUSTOMER SUPPORT AGENT – HANDLE COMPLAINTS WITH CARE, KEEP CUSTOMERS FOR LIFE

Location: SuperBike Factory, Macclesfield
Salary: £27,000 per year
Full-Time | 40 hours/week (including some weekend working)
At SuperBike Factory, we know that great service doesn’t end when the bike leaves the showroom. We’re looking for an Aftersales Customer Support Agent to join our busy team in Macclesfield. If you’re confident on the phone, thrive under pressure, and can turn challenges into positive outcomes, this could be the perfect role for you.

WHO WE ARE:

SuperBike Factory is Europe’s largest used motorcycle retailer, with over 3,000 bikes in stock and six sites across the UK. Since 2010, we’ve grown fast—now employing over 300 people—and continue to expand. Our aftersales team plays a key role in keeping customers happy and ensuring every bike owner feels supported long after their purchase.

What You’ll Be Doing:

• Handling Communications: Manage inbound and outbound calls and emails, ensuring a prompt and professional response every time.
• Owning the Customer Journey: Take responsibility for post-sale enquiries, complaints, and issues—seeing each one through to resolution.
• Complaint Resolution: Resolve customer concerns with confidence and empathy, keeping them informed throughout the process.
• Troubleshooting & Support: Answer questions, address delivery or workshop concerns, and guide customers to solutions.
• Cross-Department Collaboration: Work closely with Sales, Delivery, Workshop, and Compliance teams to ensure well-informed, accurate resolutions.
• Policy & Empathy: Apply your knowledge of the Consumer Rights Act and internal processes to reach fair and consistent outcomes.

What We’re Looking For:

What You’ll Be Doing:

• Handling Communications: Manage inbound and outbound calls and emails, ensuring a prompt and professional response every time.
• Owning the Customer Journey: Take responsibility for post-sale enquiries, complaints, and issues—seeing each one through to resolution.
• Complaint Resolution: Resolve customer concerns with confidence and empathy, keeping them informed throughout the process.
• Troubleshooting & Support: Answer questions, address delivery or workshop concerns, and guide customers to solutions.
• Cross-Department Collaboration: Work closely with Sales, Delivery, Workshop, and Compliance teams to ensure well-informed, accurate resolutions.
• Policy & Empathy: Apply your knowledge of the Consumer Rights Act and internal processes to reach fair and consistent outcomes