Customer Care Guide at Trek in Prague, Prague, Czechia

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.

Job Description

The Role:

Position: Customer Care Guide (Contractor)

Department: Customer Care

Location: CZ/SK (remote)

Reports to: UK+ Customer Care Manager

Travel: Occasional within UK and Europe

Do you love building strong relationships and delivering exceptional customer experiences? Are you passionate about cycling, or excited to learn more about the cycling industry? If so, we'd love to hear from you.

We're looking for a Customer Care Guide to support our retailers across Czech Republic and Slovakia, as well as a growing network of distributor partners. In this position, you'll be at the heart of the retailer experience - providing expert support, managing orders, resolving queries, and helping our partners succeed at every stage of their journey with Trek.

Working closely with different stakeholders, you'll play a key role in delivering the incredible hospitality Trek is known for. 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. 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.

Key Responsibilities:

• 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 You:

• 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.

If you don’t meet all the criteria but believe you have great value to add then let us know in a cover letter, why your skillset is right for this position!

If you have any requirements in respect of the interview process, please mention this in your application and we will be happy to support you.

Please note that this position is also being advertised as an employee opportunity in the UK.