[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. 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.
  • Accepting 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.
  • 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

• 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

• Previous experience in the bicycle industry (bonus).
• Solid bicycle knowledge and 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.

Company Description

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 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.