• pbourke2

Warranty agent - Sydney


Bicycles Online are looking for a biking guru to take on the role of Warranty Agent supporting our awesome Warranty team and our valuable customers. This role is a vital part of the Warranty department as it processes inbound returns and submits warranty claims, providing support to both the Warranty team located within our Frenchs Forest office and our remotely located team members. Founded in Australia at the beginning of 2011, we have expanded to create an international company that prides itself on customer satisfaction. Bicycles Online have fostered an inclusive culture where everyone can make a difference as we work together. We have a genuine focus on nurturing our team with perks like flexible work arrangements, generous staff discounts, a commitment to ongoing learning and internal career progression across our international footprint. We have over 70 staff located in 6 countries, so saying we are a flexible work environment is an understatement. However, for this role, we would prefer a candidate based in Frenchs Forest for 3 days each week, but you can help decide the days and hours. We only work from Monday to Friday so that we can ride bikes on the weekend! What Will You Do? As our Warranty Agent some of your responsibilities will include:

  • Managing customer returns needing to be assessed and sent off for warranty;

  • Coordinating and managing warranty claims for both of our brands and our Australian partners;

  • Supporting the Entity E-Bike warranty operations and procedures, testing batteries and assisting the Warranty Supervisor with progress reports;

  • Managing the customer relationship and user experience throughout the warranty claim process, providing a quality after-sales support experience;

  • Working to answer emails from our customers in a timely manner, aiming to provide the best online retail customer service within Australia; and

  • Communicating and coordinating with cross departmental and international colleagues as necessary, to share knowledge, resolve common issues and build rapport.

What You’ll Have

  • Deep technical bicycle knowledge and bicycle industry experience

  • Problem solving skills

  • Computer proficiency as 90% of the job is conducted online

  • Demonstrated experience in managing customer complaints and resolutions

  • Be a team player, with commitment to having a positive impact

  • Be a self-starter and independent thinker

  • The ability to thrive in a dynamic and fast-paced environment

  • The ability to multi-task and work under pressure or tight deadlines

  • Attention to detail

  • Excellent verbal and written communication

What will you get:

  • Flexible working conditions with an amazing peer group

  • Generous discounts on bike products and accessories

  • The opportunity for career progression with a fast growing international company

  • Good toast, ordinary coffee and a dog friendly office

How to apply? If this sounds like you, there’s no better time to join a team already full of awesome humans. Please send your resume and cover letter to by 4 June 2021 We appreciate how much effort is required to properly apply for a role. We commit to responding to all applicants with relevant skills and experience, but unfortunately will not be responding to candidates who do not meet the following criteria:

  • permanent working rights in Australia

  • Demonstrated technical knowledge of bikes and the bike industry

Thanks also to the agencies for your interest in this role, but we are confident that we've got the process and candidates covered.

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