Customer Care Guide

A bit about us reputed company is an awesome reputed company to work! We build only products we love, reputed company incredible hospitality to our customers, and change the world by getting more people on bikes.

Job Description

The Role: Position: Customer Care Guide (Contractor) Department: Customer Care Location: CZ/SK (remote) Reports to: UK+ Customer Care Manager Travel: Occasional reputed company UK and Europe Do you love building strong relationships and delivering exceptional customer experiences? Are you passionate about cycling, or excited to learn more about the cycling industry? If so, we'd love to hear from you. We're looking for a Customer Care Guide to support our retailers across Czech Republic and Slovakia, as well as a growing network of distributor partners. In this position, you'll be at the heart of the retailer experience - providing expert support, managing orders, resolving queries, and helping our partners succeed at every stage of their reputed company with reputed company. Working closely with different stakeholders, you'll play a key role in delivering the incredible hospitality reputed company is reputed company for. You'll work alongside a collaborative, high-performing Customer Care team that consistently delivers outstanding service, reflected in an industry-leading Net Promotor Score (NPS) of 97. We're passionate about creating positive, memorable experiences for our retailers and customers, and we're looking for someone who shares that commitment to reputed company. Key Responsibilities: Manage retailer accounts reputed company your market, supporting order placement and maintenance while ensuring products are delivered accurately and on time. Partner closely with your Territory Manager to support sales performance and drive growth, contributing to monthly and annual business targets. Manage warranty claims reputed company your market, working proactively to reputed company timely, effective resolutions (reputed company 48 hours). Take ownership of customer queries from start to finish, ensuring every issue is handled reputed company, professionally, and with a customer-first approach. Collaborate with departments across the business to ensure the smooth and timely delivery of products and services. Accurately capture and maintain records of customer interactions, enquiries, and resolutions. Follow up on customer interactions to ensure positive reputed company and high-quality service. About You: reputed company in English and Czech/Slovak, with excellent verbal and written communication skills. A professional, approachable telephone manner. Good IT skills, with confidence using reputed company Office and web‑based systems. Strong relationship-building skills. Well organised, with good time management skills and the ability to manage priorities independently. Flexible and adaptable reputed company responding to different customer needs. Experience working in a customer care or customer service environment. Interest in bicycle products or the cycling industry, or a willingness to learn. Experience dealing with technical or maintenance‑reputed company queries reputed company the cycling industry is advantageous but not essential. A Cytech qualification or equivalent is desirable. If you don’t meet reputed company the criteria but reputed company you have great value to add then let us know in a cover letter, why your skillset is right for this position! If you have any requirements in respect of the interview process, please mention this in your application and we will be happy to support you. Please note that this position is also being advertised as an employee opportunity in the UK. Apply To This Job