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E-commerce customer service rep - Brisbane

NeoPro Cycling is a global E-commerce cycling clothing brand. We were born in Brisbane 7 years ago and have grown exponentially during this time. We are passionate about cycling, our clothing being #thepricekitSHOULDbe and community. We have a point of difference in our products, our vision and our work life and due to an extended period of growth, we require more staff to join us. This role that has a clear customer service focus but has major opportunity for growth and change of direction over time, depending upon where you excel and what focuses you enjoy. NeoPro Cycling is looking for an experienced and enthusiastic Customer Service Specialist to join our team.


Using your previous proven experience in a digital led, E-commerce customer service role, your focus on digital customer service will have a broad focus across multiple avenues of digital communication and resolution. The role will include but is not limited to:

  • Customer service replies via emails using Gorigas or similar.

  • Social media DM replies.

  • Communication between factories, warehouses and internal stakeholders as required via email and chat.

  • Acknowledging and resolving customer queries and escalating matters for resolutions.

  • Use of Shopify for product and order related tasks.

  • Identifying anomalies in process, work flows or best practice.

  • Assisting team with any ad-hoc admin tasks.

  • Create macros and SOPs.

  • Adhere to KPIs and help the wider team to achieve them.

  • Liaising with freight partners to track parcels.


Skills & Experience:

  • Experience in similar customer service roles, digital and E-commerce.

  • Ability to deal with lots of change.

  • Proven ability to prioritise tasks that are all a top priority and communicate effectively around this.

  • Enjoy a remote working environment.

  • Empathetic communication style.

  • Ability to pick up on grammatical errors and clarify confusing queries rather than assuming.

  • A love for ‘ticking off tasks’ and achieving daily KPI numbers.

  • Experience using Asana, Monday or similar.

  • Experience using Gorgias or similar.

  • Previous experience with Shopify.

  • Organised and reliable with a can-do attitude

  • Can work in a collaborative environment as well as autonomously

  • Self-motivated time management.

  • Understanding of online shopping Cx.

  • Ability to be flexible with hours as required around launches and sales.

  • Passion for cycling is highly desirable.


  • The flexibility of working 4-5 Days a week.

  • Work from home environment with working and collaboration days in the office as agreed (Cannon Hill location).

  • Friendly, helpful team, with access to a wide variety of experience and expertise.

  • Exciting products and focuses throughout the year and the ability to have input.

  • Staff perks including discounts, performance-based incentives and events.

Please apply online with an up to date resume and cover letter detailing why you would be perfect for this role.

We look forward to hearing from you!

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