JOB DESCRIPTION Job title: Customer Service Agent Department: Customer Service Responsible to: Customer Care General Manager and UK Director Salary: Competitive Hours: 40 hours per week. We’re excited to offer an outstanding opportunity for a motivated Customer Service Agent to join our YT UK team. Based primarily at our Guildford office (The YT Mill) with the flexibility to work remotely up to two days per week, this role is key in representing the YT brand and ensuring our customers have an exceptional experience. As a Customer Service Agent, you will be the voice of YT for our UK market, embodying our brand values through warm, professional interactions and proactive support. Your mission is to create a seamless, positive experience by handling inquiries and assisting customers with a focus on quality, efficiency, and genuine enthusiasm OBJECTIVES Improve customer satisfaction on a point scale. Close between 30 – 60 email cases per day (dependant of type & current season) Serve our English-speaking customers across the UK & Europe. Representing YT at trade and consumer events at least 3 times a year. Supporting sales of all YT products across our networks Developing strong working relationships with other employees Help grow the YT culture Work together to improve our market share within the UK Improve the customer experience within the UK and Europe. Help build a YT riding culture locally within the UK. Support in at least 3 customer group rides per year. WHAT YOU BRING In-depth knowledge of everything related to MTB, MTB specific components, technologies and development trends and some mechanical skill. 1 year minimum of industry experience. Honesty/integrity: do not cut corners ethically. Earns trust and retains confidence. You speak plainly and truthfully. Enthusiasm: you exhibit passion and excitement over work and have a can-do attitude. Follow through on commitments: You live up to verbal and written agreements, regardless of personal costs. Attention to detail: Do not let important details slip through the cracks or derail customer expectations. Persistence: Demonstrate tenacity and willingness to go the distance to achieve goals. Flexibility/adaptability: Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change. Communication: You speak and write clearly, articulating without being overly verbose or talkative. Maintains this standard in all forms of written communication including emails. Teamwork: Reach out to peers and cooperate with supervisors to establish overall collaborative working relationships. Openness to criticism and ideas: Often solicits feedback and reacts calmly to criticism or negative feedback. Calm under pressure: Maintains stable performance when under heavy pressure or stress. Listening skills: You let our customer and other employees speak and seek to understand their viewpoints. Ability to guide customers to a suitable product and close sales. WHAT WE OFFER Independent, responsible work with flat hierarchies and short decision paths Up to 2 home office days per week. A company culture that promotes work-life balance A secure job in an innovative company The opportunity to actively shape a successful brand A generous staff purchase program combined with two major cycle to work providers. Please apply with CV and cover letter to Christoph Pieschel - christoph.pieschel@yt-industries.com Location YT Mill Surrey Hills Applications closing on 02/12/2024.