Customer Service Agent

🕒 August 13

🇲🇽 Mexico – Remote

💵 MX$132 / hour

⏳ Contract/Temporary

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 33%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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 customer support to US-based customers regarding order issues, returns, tracking, technical inquiries, sales, and after-sales support • Support customers via VOIP, phone, email, and web chat • Identify and assess customer needs and resolve escalations promptly • Handle tickets, voicemails, complaints, and customer issues within service-level agreements • Provide accurate and timely information using established processes and canned responses • Investigate requests, determine appropriate resolutions, and escalate complaints when necessary • Record customer interactions, transactions, comments, and complaints • Summarize and action requirements generated from customer interactions • Adjust SOPs and best practices based on agent insights • Coordinate handovers to appropriate teams and escalate unresolved matters to the Customer Service Supervisor • Collaborate with product, warranty, mechanical, marketing, warehouse, and support teams • Provide feedback to improve systems, processes, and products • Use AI tools for data entry, report generation, content drafting, and productivity improvements • Assist with service-network initiatives and outreach to bike shops • 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 customer service 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 • Clear and professional communication • Strong attention to detail • Excellent listening skills and a customer-first mindset • Proactive problem-solving skills and sound judgment • Ability to multitask and prioritize effectively in a fast-paced environment • Ability to remain calm under pressure and handle challenging situations well • Adaptability to new systems, processes, and ways of working • Self-motivated and accountable in a remote contractor setting • Solid bicycle knowledge, with an interest in the industry • Previous experience in the bicycle industry (nice to have) • Familiarity with a wide range of bike products, parts, and accessories (nice to have) • Experience using CRM systems such as Freshdesk or Zendesk (nice to have)

🏖️ Benefits

• Flexible work arrangements • Generous staff discounts • Ongoing learning • Internal career progression across the international footprint • Personal development opportunities • Career opportunities • Safe, trustworthy, and flexible work environment

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