Customer Service Representative

The role

Provide a high level of Customer Service to all Brompton customers by using a wide variety of channels to resolve their enquiries as well as increasing the customer base by driving sales conversions. This is a full-time position based in Greenford, London with occasional working on weekends and evenings. Our aim is nothing less than to deliver first class customer service, to match the world class products that we manufacture and sell around the globe.

Main duties

• Provide global support through a wide variety of channels such as live chat, email, video chat and phone.

• Resolve customer enquiries within Brompton’s brand values and within the expected KPIs.

• Drive conversions through engagement of customers, suggestive selling, and sharing product knowledge.

• Proactively spotting patterns in the frustrations of the customers, seeing where we can change our processes or product to increase customer satisfaction.

• Proactively reach customers to ensure that the customer journey is successfully completed.

• Amplify the voice of the customer by escalating customer feedback and ideas for improvement.

• Provide updates to team on weekly meetings as well as weekly and monthly reports when necessary.

• Attend weekly departmental meetings and factory training sessions when required.

• Work with other departments to ensure consistent customer service levels across the company.

Skills and Experience

• At least 1-year experience in a similar role or in bike industry

• Able to sell to customer needs and meet sales targets

• Able to analyse data and create relevant reports when required

• Technical knowledge about Brompton is required

• Familiar with a customer service platform such as Salesforce is desirable but not essential

• Be a self-starter who can work unsupervised to high standards and with meticulous detail.

• Professional communication and people skills with a genuine desire to provide excellent customer service

• Strong written and verbal communication; eloquent, empathetic, and audience appropriate

• A team player who will contribute to the continuous improvement of the department and company

• An understanding of Brompton’s ethos and how this has shaped its brand values.

• Able to work some weekends, early morning, or evenings.

• Able to work remotely if required– access to reliable internet connection required.

• Interest in cycling, outdoors activities or other sports.

• Knowing another European language would be a plus, but not mandatory.

• Uses AI effectively across customer service channels and provides feedback to continuously improve AI performance.

• German speaker is desirable