Customer Service Agent, Remote Opportunity

About Us

At BikesOnline, our mission and purpose of "Ride More, For Less" is born from our belief that cycling has the power to improve lives, and the environment. We love to break through old norms, to get bikes and products to our customers quickly and to have a laugh while we do it.

Founded in 2011, we’re global in our approach and presence with staff in 6 countries and growing. We have a genuine focus on nurturing our team with perks like flexible work arrangements, generous staff discounts, a commitment to ongoing learning and internal career progression across our international footprint.

We are passionate cyclists who love inspiring others to ride more. We design our products, provide expert advice and support initiatives to encourage people from all walks of life to enjoy more cycling adventures. We are committed to delighting customers by sourcing and making quality products for less and providing a simplified and exceptional experience.

What You'll Do

As a Customer Service Agent , you will play a crucial role in delivering outstanding support to our Australia based customers, assisting them with order issues, returns, tracking, technical inquiries, general sales, and after-sales support. You will be the face of our business, supporting a wide range of products, including bicycles, small parts, and accessories. Communication with customers will primarily be conducted online or via VOIP (voice over internet phone). Reporting to the Customer Service Manager - AU, Key responsibilities include but not limited to:

• Provide excellent support via phone, email, and web chat.
• Address customer inquiries efficiently within the assigned team, following communication procedures, guidelines, and policies.
• Identify and assess customer needs to ensure satisfaction in line with company policies.
• Deliver accurate, timely, and complete information using appropriate processes and canned responses when applicable.
• Investigate and validate customer requests, offering suitable solutions or escalating matters when necessary.
• Coordinate handovers to the appropriate team for resolution, ensuring all required information is provided.
• Accept and respond to new tickets and voicemails from assigned inboxes or general folders.
• Handle complaints professionally, providing effective solutions and escalating as required.
• Maintain accurate records of customer interactions, transactions, comments, and complaints.
• Summarize and act on customer interaction insights to improve processes.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Collaborate with internal teams, including product, warranty, mechanical, marketing, warehouse, and support staff.
Provide feedback to improve systems, processes, and products continuously

What You'll Have

• A 'can do' attitude.
• Strong communication skills with the ability to engage professionally with customers.
• Ability to handle a high volume of inquiries efficiently and accurately.
• Problem-solving mindset with attention to detail.
• Familiarity with Customer Resource Management (CRM) systems is desirable.
  
• Experience in customer service, preferably in an e-commerce or technical support environment.
Passion for bicycles and knowledge of cycling products is a plus
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What We Believe In

Our company values are integral to our culture and success. We expect that you embrace our core values, with behaviours and actions that:

• Delight the Customer.
• Focus on the Process.
• Take Responsibility.
• Learn Grow and Develop.
One Team Together

Why You’ll Love Working Here

When you embark on your journey with BikesOnline, you’re not only joining a close-knit community, but contributing to a dynamic and rapidly expanding industry - sparking newfound creativity and innovation.

We both welcome and value employee perspectives, as inclusivity and collective contribution are the foundations of our culture.

If you’re passionate about bikes, that’s amazing! However, if not, our wealth of knowledge will allow you to absorb new skills.

From personal development to career opportunities - we invest in our people and culture, providing a safe, trustworthy, and flexible work environment.

We encourage you to be inquisitive, be yourself, and join the BikesOnline family!

How To Apply?

If you have a passion for bikes with experience in the biking industry. Apply now by sending through your up-to-date resume and cover letter.

We appreciate how much effort is required to properly apply for a role. We commit to responding to all applicants with relevant skills and experience, but unfortunately will not be responding to candidates who do not meet the following criteria:

• Passion for bicycles and knowledge of cycling products is a plus.
• Experience in customer service, preferably in an e-commerce or technical support environment.
  
• Experience working in remote-based teams.