Customer Service Social Account Manager

Reports To: Customer Service Team Leader

Position: Permanent

Location: Ribble HQ, PR5 8AS

Salary: Dependant on Experience

Job Type: Permanent Part Time Evenings and Weekends

Role summary

Cycling experience is preferred but not essential for this role.

At Ribble all of our bikes are hand-built and custom made to order.  As an Account Manager, you will be responsible for managing our customers’ expectations throughout their build process, from the time the order is placed, throughout their journey until despatch.

In this role will also act as an ambassador for the business on our Social Media platforms, interacting with new and existing customers who post comments and ask questions on these platform, offering support, guidance and advice in an official capacity to ensure that the nature of conversation compliments the brand and our customers are fully supported where necessary seeing all queries/issues through to completion.

You must ensure that all queries, comments, questions, and feedback are addressed and actioned in a professional, efficient and accurate manner, ensuring that all communication and guidance, which will be posted on a public forum, is appropriate, professional and “on-brand”.

To succeed in this role, you need to be enthusiastic, organised, possess excellent communication skills and be able to use your own initiative in order to resolve complex customer queries.

You will be responsible for dealing with escalated customer queries, managing relationships, processing payments, refunds, upgrades, and amendments.

What we’re looking for:

• Exceptional customer communication skills
• Excellent decision making and problem-solving skills
• Ability to use own initiative to proactively resolve issues
• Flexibility to adapt well to change with enthusiasm and positivity
• Willingness to learn and receive feedback well
• A brand ambassador that takes ownership and follows through to completion
• An understanding of Trust Pilot, customer satisfaction and identifying customer expectations
• A sound level of computer literacy and a practical understanding of MS Office applications
• Ability to effectively communicate/manage the expectations of internal/external stakeholders
• An interest/passion for cycling would be advantageous

Key areas of responsibility

• Act as an ambassador for the business on all social media platforms
• Dealing with Inbound/Outbound customer interactions – Phone/Chat/Email/Social
• Resolving escalated customer complaints
• Financial transaction processing
• Handling order upgrades, amendment & cancelation tickets
• Stakeholder management/engagement

Skills Required

• Cycling and industry knowledge preferred but not essential
• Excellent communication skills
• Proficient in all Microsoft & Telecommunications applications
• Experience in Customer Service/Sales/Engagement essential
• Ability to build & nurture excellent working relationships both internally & externally
• Social Media knowledge is preferred

 

About us

Ribble Cycles is a historical and long-established global online retailer of cycles, cycle parts and accessories. Since 1897 we have been inspiring thousands of people to take to the open roads on our custom-built bikes, and our team of expert, dedicated and committed staff continue to make this happen every single day. Our award-winning range of Ribble bikes are all hand-assembled by specialist mechanics at our HQ in Preston and are sold all over the world.

Here at Ribble Cycles, we are going from strength to strength. We are currently in the process of implementing an exciting long-term growth strategy that will further position the Ribble brand as a market leader in the premium bicycle market. Now is the perfect time to get on board and have the opportunity to play a crucial role in the delivery of what is set to be a truly exciting year for us.

We have created a world-class team of professionals who put our customers at the heart of everything they do, and you could be an essential and esteemed part of it. All personal details submitted to us will be treated with the strictest of confidence.

Interested? Please send your CV and a covering letter to [email protected]