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**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 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 the bicycle, small parts and accessories ranges. The support provided to customers is typically online or via VOIP (voice over internet phone). The primary duties of the Customer Service Agent include:**Customer Interaction & Support**- Work within the roster providing support via VOIP and online as required.- 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.- 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.- 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.**What You'll Have**- Solid understanding of technical bicycle knowledge (required)- Prior customer service support experience (required)- Proficiency in providing customer support in an online environment (required)- Provision of quality customer service in English (required)- Previous bicycle industry experience (beneficial)- Familiarity with a broad range of bicycle products, including parts and accessories (beneficial)- Familiarity with Customer Relationship Management (CRM) systems (beneficial)- Excellent written and verbal communication skills in English- Outstanding listening skills- Exceptional computer and online proficiency- High level of initiative for problem-solving- Sound decision-making and analytical skills- Strong multitasking abilities- Ability to remain calm in stressful situations- Adaptable to changes in systems and processes- Sel
