Swapfiets is a mobility subscription scale-up making its way to serve new members everywhere. We consider ourselves to be a service company first, and a mobility company second. As a customer service employee you are the first point of contact thus the face (or voice) of our company. As a customer service employee you like to go the extra mile to make people smile. You are enthusiastic and service oriented.
You are the lubricating oil that makes sure that the chain runs smoothly. You ensure that our customers experience our amazing service every day. You are a frontrunner when it comes to delivering service and you teach your team by example. You are a leader, and you like to inspire those around you. You are able to handle any problem that comes your way, whether it is an employee that has overslept or an unexpected snowstorm. You know how to sell our amazing service, and you make sure our customers leave with what they want with no exceptions.
This is how you reach your goal
You are responsible for the daily store & field management in your city (London);
You will work 0-20% of the time in store or field and deliver outstanding service;
You will manage a large team of Swappers & Store Heroes and train them to deliver an awesome experience to all our members, while driving customer basket value;
You hire these Swappers & Store Heroes yourself, and create their contracts together with HR;
You ensure that we deliver service within a set time-frame and also meet local retail & field hour budgets;
You ensure that retail & vehicles look 100%, and conform to our high standards around the clock
You take care of the on-boarding and off-boarding of the new Swappers & Store Heroes and ensure a high employee satisfaction;
You are the face of Swapfiets in your region, and ultimately provide the epic level of service that we are known for, and our customers expect!
This makes you better than good
You previously worked with a team of young part-timers, and management is your passion (1-3 years);
You live in London;
You preferably have a network of local enthusiasts in London who you can convince to come and work at Swapfiets;
You’ve got an amazing customer focus and know how to put a smile on our members’ faces;
You get energy by being in contact with our members and helping them in the best ways possible;
You do not like to end your day until your schedule is in order and everyone knows where he/she needs to be;
You feel good about your day when every member has received the service they deserved, your team is motivated, and everyone has worked hard
With your help, everybody knows what to do. You always communicate clearly and honestly;
You’re always thinking about what is best for the customer, and how your Swappers can deliver
You are also the one who turns off the bike lights in the street when someone has forgotten to.