Customer Care Guide (Ecommerce)

Trek Bicycle Corporation; Milton Keynes; Hybrid; GBP 24,000 - GBP 28,000; Full time

Job summary

A leading bicycle retailer is seeking a Customer Care Guide to join their Ecommerce Team in Milton Keynes. This hybrid role involves managing customer queries, ensuring timely resolutions and collaborating with other teams to provide seamless service. Strong communication skills and a positive attitude are essential, along with experience in customer service. The company offers 25 annual leave days, employee discounts, and gym membership benefits, among others.

Benefits

Training and development opportunities

25 days annual leave plus bank holidays

Employee purchase scheme

Gym membership discounts

24/7 employee assistance programme

Qualifications

• Prior experience in customer service or care is required.
• Strong written and verbal communication skills are necessary.
• A flexible and adaptable approach to customer needs is important.

Responsibilities

• Manage customer queries from initiation to resolution.
• Work collaboratively with teams to ensure smooth delivery of products.
• Document and process consumer orders in accordance with company policies.

Skills

Customer service skills

Communication skills

IT skills

Ability to work in a fast-paced environment

Empathy

Education

Cytech qualification or equivalent

Tools

Microsoft Office

Job description

Customer Care Guide (Ecommerce) page is loaded## Customer Care Guide (Ecommerce)locations: Milton Keynes, United Kingdomtime type: Full timeposted on: Posted Todayjob requisition id: Trek113959## Job Description**The Role****Job title:** Customer Care Guide (Ecommerce)**Department:** Customer Care **Location:** Milton Keynes, UK (hybrid working model; 3 days at the office, 2 days at home) **Type:** Permanent, Full Time (37.5 hours per week)**Reports to:** Customer Care Team Leader**About the Role**If so, we’d love to hear from you.We’re looking for a Customer Care Guide to join our UK Customer Care Ecommerce Team. In this role, you’ll be at the heart of the customer journey - supporting customers from placing their order through to resolving queries and ensuring every interaction leaves a positive impression. You’ll also work closely with the wider Customer Care team, lending a hand with ad hoc tasks as needed.This role may occasionally include weekend work, depending on business needs.**What You’ll Be Doing*** Taking ownership of customer queries from start to finish, ensuring timely and effective resolution* Working closely with teams across the business to ensure products and services are delivered smoothly* Accurately recording customer enquiries, feedback, and actions taken* Reviewing and processing consumer orders and returns in line with company procedures**About You*** A positive, can‑do attitude and a genuine desire to help customers* A professional and empathetic telephone manner* Strong communication skills, both written and verbal* Flexible and adaptable when responding to different customer needs* Confidence working in a fast‑paced environment and managing competing priorities* Good IT skills, with confidence using Microsoft Office and web‑based systems* Experience or interest in bicycle products, or a willingness to learn* Experience working in a customer care or customer service environment* Experience dealing with technical or maintenance‑related queries within the cycling industry is advantageous but not essential* A Cytech qualification or equivalent is desirableIf you don’t meet all the criteria but believe you have great value to add then let us know in a cover letter, why your skillset is right for the role!Benefits here at Trek:* Training and development opportunities* 25 days annual leave plus bank holidays* Discounted employee purchase scheme on bikes, parts and accessories* 24/7 employee assistance programme* 24/7 virtual GP services and counselling services* Gym membership discounts and discounts on other health & wellbeing brands* Retail discount platform on high street and online brands including Asos, Argos, Sainsburys, M&S, John Lewis, Ikea, Tui, Easy Jet and many more* Annual paid time off for charity work* Death in service benefit* Enhanced family leave policiesIf you have any requirements in respect of the recruitment or interview process, please mention this in your application and we will be happy to support you.*If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!*Trek is a place where you’re valued for being you. If you’re really into bikes, that’s great. If you’re not (yet), that’s great too. Because there’s a lot more to Trek than bikes. Every person has a unique history and life experience to bring to the table. We respect that. It’s what makes us who we are. Trek was named to Learn more of why Trek is one of the top