Customer service - Melbourne
Specialized was founded on performance and is fuelled by innovation. Our focus on the rider and their needs is our driving force. From seasoned pros to weekend warriors, to kids and commuters—if you ride, we’re for you.
We believe cycling has the power to change lives. The passion we have for sharing our love of bikes with the world can be seen in those who choose to work here, and the people and organisations we partner with.
We are seeking a professional, positive and engaging Customer Service team member to join our team in Melbourne.
ESSENTIAL JOB FUNCTIONS:
Answer customer support calls in a happy and supportive manner and a drive for positive outcomes for the rider and retailer
Respond to general customer enquiries, in a professional manner, received via email, phone and Facebook
Liaise with warehouse staff to resolve issues
Resolve unique or complex issues through creative, rider focused solutions with both Riders and Retailers
Process customer refunds and liaise with Customer Service Lead to manage warranties
Entry of CAR’s / RMA’s received from SBC Dealers and Sales Department
Develop an excellent knowledge of Specialized product range, ensuring that customers are informed about product they have purchased or about to purchase
Provide solutions for complex technical calls from SBC Retailers, consumers and internal departments.
Assist customers with sizing/measurements and create conversions through customer interactions
Promote relationships between riders and their local retailers
Assist in keeping product information up-to-date on B2B
Use Oracle ESP, Salesforce Customer Relationship Management program, Australia Post e-Parcel Hub and other digital platform systems as a tool to manage customer enquiries and product returns
Support colleagues and Managers on special projects, as required