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 team member who has a passion for e-bikes to join our Rider Care 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 Manager to manage warranties
Entry of CAR’s / RMA’s received from SBC Retailers 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
WHAT YOU WILL NEED
A minimum of one – two year Customer Service experience in a bike store
Hands on experience working with E-bike systems
Heightened awareness of customer expectation, experience and service
Passion for cycling / outdoors / adventure / fun
Comfortable setting goals, chasing targets and being measured regularly
Being proactive, creative, resourceful and solution-minded
Ability to identify issues and alternatives, and recommend possible solutions.
Sound time management and prioritising skills
Basic knowledge of Microsoft Office Suite, with excellent knowledge of Excel, Word and Outlook.
A passion to learn about and maintain an in-depth knowledge of Specialized products
Experience with Oracle, Salesforce and/or Australia Post eParcel hub will be looked upon favourably
WHAT’S ON OFFER?
A chance to be on the inside of one of the world's most iconic, exciting and innovative bicycle brands.
HOW TO APPLY
Please include a cover letter as part of your application. A six (6) month probationary period applies to this position.
Please note only applicants who have the right to work in Australia should apply for this role.