Online customer service rep - Melbourne
Reid Cycles is a leading bicycle brand, operating 7 retail stores and a thriving online business. We started in 2009 as a disrupter to the industry through our direct to the public model. Now we are the largest Australian owned bike brand with a strong presence in Australia and distribution in over 25 countries with bikes/e-bikes and e-scooters. Read on if you want to join the ride…
We are seeking a skilled eCommerce customer service representative. The role will be working alongside our Customer Service Manager and eCommerce team to provide an excellent customer experience and assist with eCommerce operations.
This is a Permanent Full Time Role.
About the role
Overseeing all e-commerce customer service enquiries such as product/order enquiries, replacements or refunds and ensuring they are responded to and rectified in a timely and professional manner.
Engage with our customers across several platforms including live chats, phone calls, emails and social media.
Deliver a friendly customer service experience that exceeds expectations.
Processing orders/returns in ERP system
Provide knowledgeable answers to customers enquiries regarding products, stock availability and shipping
Understand the eCommerce processes from sales to fulfilment to customer service
Assisting in picking and packing orders for dispatch on occasions.
Regular store visits to get to know our product, teams and customers better
Experience in customer service for an eCommerce business
Experience in online shopping/orders and returns processes and systems.
Experience with Zendesk and Shopify
Ability to quickly understand and use our eCommerce, ERP and shipping software platforms
Sales-oriented person with a strong understanding of business drivers that will impact sales
Fast learner and tech savvy
Strong attention to detail
Career driven to grow with a company
Experience with excel/google sheets
Flexible and work well in a small team environment
Knowledge/interest with bicycles
Be part of great team culture
Hybrid work model, work from home, store or our CBD Office
Training and career progression opportunities
Amazing staff discounts on our bikes and accessories