Job Description

Introduction

Jorvik Tricycles of York Ltd are a dynamic and growing company that are seeking individuals to support our current team.

Our plan is to bring the freedom of cycling to millions across the UK and Europe - and we want you to help us on this journey.

We are need a motivated and adaptable customer service representative in our team.

This role is perfect for someone who thrives in a fast-paced, ever-changing environment and has a passion for learning and problem-solving.

The Role

This document specifies the role and responsibilities of the

Customer Service Representative

employed by Jorvik Tricycles of York Ltd.

The Customer Service Representative must be a confident communicator on the phone / email and comfortable being the main point of contact for most initial enquiries

Provide excellent customer service and support to both customers and the internal Jorvik team.

The role may require occasional support for Jorvik-planned events and shows to represent the customer experience team and support on-site operations (this may involve travel and overnight stays).

Key Responsibilities of the role

Greet showroom visitors, answer enquiries about tricycles, and provide clear, friendly, and informative customer support.

Respond to inbound customer service calls, emails, and live chats, offering guidance and first class customer service solutions

Address customer complaints and issues promptly and professionally, ensuring resolution in accordance with Jorvik terms and conditions.

Communicate proactively with customers about order status, expected delivery dates, and pre-orders, providing accurate and timely updates.

Follow up with customers regarding outstanding invoices to support account clarity and cash flow.

Provide internal updates regarding expected returns and support the returns process from initiation through to closure.

Maintain a customer service register (internal excel sheet)

Issue Trustpilot review requests and respond to public feedback--both positive and negative--with professionalism and care.

Coordinate with technical colleagues to support customers with product or usage queries, ensuring accurate information is gathered and relayed.

Assist with warranty claims by collating and organising the necessary information for technical review.

Complete daily UK and EU dispatch tasks, ensuring orders are processed through the correct networks and any issues are flagged.

Maintain accurate records of all customer service activities, including email logs, call records, and live chat transcripts.

Ensure the showroom is welcoming and well-maintained, with updated information readily available.

Support the review and updating of customer service-related documentation and internal guides.

Collaborate with the technical team to assist with the maintenance of instructional support content, such as help videos or guides.

In role Growth and Developing functions The Customer Service Representative will have the opportunity to work across various departments, gaining insight into Business operations, Logistics, and Technical support. This role is ideal for someone who is proactive, curious, and eager to develop their skills within a dynamic and customer-focused environment. If you enjoy problem-solving, working with people, and being a key part of delivering excellent service, we encourage you to apply.Qualifications

Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

Excellent communication and interpersonal skills.

Strong analytical and problem-solving abilities.

Ability to adapt to changing priorities and handle multiple tasks simultaneously.

Self-motivated with a strong desire to learn and grow.

Ability to work both independently and as part of a team.

Job Types: Full-time, Permanent

Pay: 24,500.00-28,000.00 per year

Additional pay:

Performance bonus
Benefits:

Casual dress Company pension Free parking On-site parking
Schedule:

Day shift Monday to Friday Overtime Weekend availability
Work Location: In person