Customer Care GuideVerified as a real position

Who we’re looking for

• Fluency in English and Czech/Slovak, with excellent verbal and written communication skills.
• A professional, approachable telephone manner.
• Good IT skills, with confidence using Microsoft Office and web‑based systems.
• Strong relationship-building skills.
• Well organised, with good time management skills and the ability to manage priorities independently.
• Flexible and adaptable when responding to different customer needs.
• Experience working in a customer care or customer service environment.
• Interest in bicycle products or the cycling industry, or a willingness to learn.
• Experience dealing with technical or maintenance‑related queries within the cycling industry is advantageous but not essential.
• A Cytech qualification or equivalent is desirable.

What you’ll do

• Manage retailer accounts within your market, supporting order placement and maintenance while ensuring products are delivered accurately and on time.
• Partner closely with your Territory Manager to support sales performance and drive growth, contributing to monthly and annual business targets.
• Manage warranty claims within your market, working proactively to provide timely, effective resolutions (within 48 hours).
• Take ownership of customer queries from start to finish, ensuring every issue is handled efficiently, professionally, and with a customer-first approach.
• Collaborate with departments across the business to ensure the smooth and timely delivery of products and services.
• Accurately capture and maintain records of customer interactions, enquiries, and resolutions.
• Follow up on customer interactions to ensure positive outcomes and high-quality service.

About the position

A bit about us Trek is an awesome place to work! We build only products we love, provide incredible hospitality to our customers, and change the world by getting more people on bikes.

Benefits

• We're passionate about creating positive, memorable experiences for our retailers and customers, and we're looking for someone who shares that commitment to excellence.
• You'll work alongside a collaborative, high-performing Customer Care team that consistently delivers outstanding service, reflected in an industry-leading Net Promotor Score (NPS) of 97.
• Trek was named to Fortune Magazine's list of Top 100 Best Companies to Work For.
• Learn more of why Trek is one of the top 100 Greatest Place to Work.