Customer Service Agent
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Job Description
Customer Service Agent providing support to US customers for BikesOnline. Handling order issues, technical inquiries, and after-sales support in a remote environment.
Responsibilities:
- Deliver outstanding support to US based customers
- Assist customers with order issues, returns, tracking, technical inquiries, general sales, and after-sales support
- Provide outstanding phone, email and web chat-based support
- Identify and assess customers’ needs to achieve satisfaction
- Maintain a positive, empathetic and professional attitude towards customers
- Take ownership of and resolve customer escalations promptly
- Systematically attend to tickets and issues
- Provide accurate, valid, timely and complete information
- Handle complaints, providing appropriate solutions and alternatives
- Capture records of customer interactions, transactions, comments and complaints
- Collaborate with internal teams for resolutions
- Assist with initiatives to expand and support BikesOnline service network
Requirements:
- Solid bicycle knowledge, with an interest in the industry
- Proven experience in customer service, ideally in an online or eCommerce environment
- Ability to deliver high-quality customer support in English (written and verbal)
- Confidence working across digital tools and systems in a remote environment
- Previous experience in the bicycle industry (Bonus)
- Familiarity with a wide range of bike products, parts, and accessories (Bonus)
- Experience using CRM systems (e.g. Freshdesk, Zendesk, etc.) (Bonus)
Benefits:
- Flexible work arrangements
- Generous staff discounts
- Commitment to ongoing learning and internal career progression
- Safe, trustworthy, and flexible work environment
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