[Hiring] Customer Service Agent @Bikes Online

Role Description

As a Customer Service Agent, you will play a crucial role in delivering outstanding support to our US based customers, assisting them with order issues, returns, tracking, technical inquiries, general sales, and after-sales support. A Customer Service Agent is the first point of contact and the face of our business, supporting a range of products from bicycles, small parts and accessories. The support provided to customers is typically online or via VOIP (voice over internet phone).

• Customer Interaction & Support
  • Work within the roster providing support via VOIP and online as required.
  • Provide outstanding phone, email and web chat-based support to our customers in a fast-paced environment.
  • Identify and assess customers’ needs to achieve satisfaction in alignment with company policies.
  • Maintain a positive, empathetic and professional attitude towards customers at all times.
  • Take ownership of and resolve customer escalations promptly, ensuring appropriate solutions and follow-up.
• Issue Resolution & Information Management
  • Systematically attend to tickets and issues within the assigned team, following communication procedures, guidelines and policies.
  • Provide accurate, valid, timely and complete information by using the right processes, utilising canned responses when applicable and within appropriate Service Level Agreements (SLAs).
  • Investigate the validity of the customer request if required, assessing appropriate options in providing resolution, using discretion if necessary.
  • Satisfactorily handle complaints, providing appropriate solutions and alternatives.
  • Accurately identify when a complaint needs to be escalated.
  • Capture records of customer interactions, transactions, comments and complaints.
  • Create a summary and action on the requirements generated from customer interactions.
  • Accept new tickets and voicemails that have not yet been responded to, either from an assigned inbox or the general folder.
  • Make necessary adjustments to SOPs and best practices based on agent experience and insights to improve processes and customer outcomes.
• Team Collaboration & Escalation
  • Coordinate the handover of customer enquiry to the appropriate team for resolution, ensuring all required information is provided.
  • If a suitable outcome cannot be achieved in line with company policies, escalate the matter to the Customer Service Supervisor for advice and resolution.
  • Assist the Customer Service Team Leader and Supervisor with any other customer service requirements as requested.
  • Engage with the wider Bicycles Online team including product, warranty, mechanical, marketing, warehouse and support staff as required.
  • Ad hoc task as requested.
• Process Improvement & AI Utilization
  • Provide feedback on how systems, processes, and products can be continuously improved.
  • Actively utilize AI tools and applications to streamline daily tasks, such as data entry, report generation, and content drafting, thereby boosting personal productivity and accuracy.
  • Experiment with AI features to discover new methods for completing work more efficiently and effectively within your specific responsibilities.
  • Assist with initiatives to expand and support the BikesOnline service network, including outreach to bike shops.
  • Participate in proactive follow-ups with customers who provide critical feedback (such as NPS detractor callbacks), ensuring their concerns are heard, documented, and used to strengthen future experiences.
  • Assist in tracking and organizing customer and partner feedback, identifying recurring issues, and highlighting trends.

Qualifications

• 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

Requirements

• Bonus (nice to have):
  • Previous experience in the bicycle industry
  • Familiarity with a wide range of bike products, parts, and accessories
  • Experience using CRM systems (e.g. Freshdesk, Zendesk, etc.)

Benefits

• 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?

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:

• 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