Customer Service Agent

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BikesOnline USA

WebsiteLinkedInAll Job Openings

51 - 200 employees

🛍️ eCommerce

🛒 Retail

👥 B2C

eCommerce • Retail • B2C

BikesOnline USA is an online specialty retailer that focuses on providing bicycles, parts, and accessories. With a concentration on eCommerce, it caters to cycling enthusiasts and consumers looking for quality biking gear. The company operates primarily in the retail sector and leverages online platforms to reach a broader audience.

📋 Description

• Provide phone, email, and web chat support to US-based customers • Assist with order issues, returns, tracking, technical inquiries, general sales, and after-sales support for bicycles, parts, and accessories • Identify and assess customer needs and resolve escalations • Handle tickets, voicemails, complaints, and customer requests within procedures and SLAs • Provide accurate and complete information using appropriate processes and canned responses • Investigate requests, determine resolution options, and escalate complaints when necessary • Record customer interactions, transactions, comments, and complaints • Summarize and act on requirements generated from customer interactions • Adjust SOPs and best practices based on agent insights • Coordinate handovers to appropriate teams and escalate matters to the Customer Service Supervisor • Support the Customer Service Team Leader and Supervisor with customer service requirements • Collaborate with product, warranty, mechanical, marketing, warehouse, and support teams • Provide feedback for continuous improvement of systems, processes, and products • Use AI tools for data entry, report generation, content drafting, and productivity improvements • Assist with expanding the BikesOnline service network, including bike-shop outreach • Conduct proactive follow-ups with customers providing critical feedback • Track and organize customer and partner feedback and identify recurring issues and trends • Perform ad hoc tasks as requested

🎯 Requirements

• 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 • Solid bicycle knowledge and familiarity with a wide range of bike products, parts, and accessories • Interest in the bicycle industry • Experience using CRM systems such as Freshdesk or Zendesk is nice to have • Clear and professional communication with strong attention to detail • Excellent listening skills and a customer-first mindset • Proactive problem-solving and sound judgment • Ability to multitask and prioritize in a fast-paced environment • Ability to remain calm under pressure and handle challenging situations • Adaptability to new systems, processes, and ways of working • Self-motivated and accountable in a remote contractor setting

🏖️ Benefits

• Flexible work arrangements • Generous staff discounts • Ongoing learning • Internal career progression across the international footprint • Safe, trustworthy, and flexible work environment • Personal development and career opportunities • Employee perspectives valued • Close-knit community and inclusive culture