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  • pbourke2

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

About you

  • 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

The perks

  • 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

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