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Customer service

REID CYCLES


Reid Cycles is Australia’s largest independent bicycle brand, operating a thriving online business and retail stores around the country.

A Melbourne-based family business, Reid Cycles is an equal opportunity employer that believes in developing staff and promoting from within. We have grown rapidly over the past decade, so read on if you would like to join the ride!

We are seeking a Customer Service Representative. The role will be working alongside our experienced Customer Service team to deliver an outstanding customer experience and assist with eCommerce operations. There is also the opportunity to work from home for the right candidate!

About you:

We are looking for someone who is enthusiastic and can offer a unique and innovative solution to each problem. The successful person for this role will have a strong command of our customer service policies and be well-trained in product knowledge that can be critical for offering quick and accurate assistance to customers.

  • You love to talk to customers – you must be passionate about talking to customers directly, listening to what they need and resolving queries.

  • You’re focused on great customer experience – you’re empathetic, transparent, and always try to resolve issues as quickly as you can and in the best possible way.

  • You’re a great communicator on the phone and via email – you’re able to convey tone and explain in a simple way.

  • You’re a multi-tasker – you’re able to prioritise your time and tasks effectively, have the ability to pick up new systems quickly and have a keen eye for detail.

  • You’re a great team player – you’ll be working with our staff across the country and will need to work collaboratively with them to solve problems.

  • You’re a problem solver – you love to solve problems and are a critical thinker.

  • You think big – you will have the ability to influence and optimise the customer support processes and systems as we grow and scale the team.

  • You have a passion for bikes – we are Australia's largest independent bicycle brand and you are keen to promote our products!

About the role:

This is a busy position within the company and a great place to develop your skills. In fact, you don’t need to have any specific experience - just bring a positive attitude and willingness to learn!

Your daily tasks will include:

  • Responding to customer service enquiries in a timely and professional manner - including questions about products, orders and replacements/refunds.

  • Engaging with our customers across all platforms including live chat, phone calls, emails and social media.

  • Processing of orders and returns in our ERP system.

About the perks:

  • Thrive: Reid enjoys a vibrant team culture with people who help each other get the job done.

  • Flexibility: Work from home available for the right candidate!

  • Long Term: We offer stable employment and opportunities for progression within a successful business.

  • Discounts: Great staff discounts!

  • Ownership: A generous employee share scheme, share in the business’s success!

To apply for this role, please apply via SEEK with your RESUME AND COVER LETTER - and please tell us which Reid Cycles bike is your favourite!

If you have any questions, please email our Customer Experience Manager: bec@reidcycles.com.au, or check out our careers page here: https://www.reidcycles.com.au/pages/careers.

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