Italy Customer Care

Position Description

Trek Customer Care team is looking for a hardworking, positive person who loves both bikes and people. This position will be working with our customers as well as our independent retailers. The ideal candidate will demonstrate strong communication skills through phone, email, and live chat. Retail experience a plus, bike knowledge a must.

Responsibilities

• Answer customer inquiries via email, phone, or live chat from Italy customers.
• Communicate with our retailers regarding questions and standard methodologies.
• Engage in continuous improvement and seek to contribute our customers.
• Act as a resource for customers and retailers regarding product and technical questions.
• Work in tandem with Sales Team to understand new and changing products.
• Provide continual feedback to product managers regarding customer experiences.
• Utilize databases and resources to research and resolve consumer inquiries.
• Participate in and volunteer for advocacy events.

Requirements

• Position based hybrid at the Tres Cantos office in Madrid or full remote in Italy.
• Excellent written and verbal Italian language.
• Upper intermediate level of English (required) and Spanish language.
• Experience in Microsoft Office (Outlook, Word, Excel & PowerPoint).
• CRM & ERP experience is valued.
• Quick thinking and can multi-task with a sense of urgency.
• Strong desire to be a contributing member of an outstanding customer service organization within the bicycle industry.
• Retail experience preferred.
• Good bicycle mechanic skills and technical knowledge.
• Must be a phenomenal communicator – verbal and written.
• Excellent customer service skills.
• Must be able to build and maintain relationships in a relationship‑based customer care environment.
• Positive attitude and self‑motivation are a requirement to get stuff done.
• Team skills and willingness to have fun while completing the goals are a must.