CUSTOMER SERVICES & LIVE CHAT EXECUTIVE

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.
As the business continues to grow at a fast pace globally there is a need for a Live Chat and Customer Service Exec. Suited to a bike enthusiast with experience in customer service.

ABOUT THE ROLE

The Muc-Off eCommerce business is on a steep growth path, launching new online experiences and enjoying significant revenue growth year on year. We have a need for a full time member of the ecom team to manage our live chat service that will both answer technical product questions and support on customer service to quickly deal with questions on order queries. 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.

KEY RESPONSIBILITIES

• Gain an expert level of knowledge on the Muc-Off product range through detailed training passing on what you know to customers on muc-off.com
• To make real-time suggestions to customers who don’t know what they need
• To contribute to web sales by converting customers not only to the right product but also to maximise spend via upsells and incentives.
• To deal with everyday customer service issues via live chat and phone such as shipping queries or order enquiries
• To answer customer support emails in parallel to running and owning our live chat service
• To delight customers when things don’t go to plan helping keep our review scores as high as possible
• To help launch new products and services by dealing directly with customers and be the voice of the brand online
• To directly assist customers looking for Bicycle, motorcycle, apparel or merch