Why Join Pedal Group & 99 Bikes
Generous salary package - Range from $65,000 to $75,000 depending on experience and match to the selection criteria.
Flexibility - We believe excellent outcomes and results are more important than set hours
Career opportunities - Join our Leadership Academy or our Fast Track General Manager Program led by the CEO of The Pedal Group. Our team members have progressed to become Team Leaders and GMs.
Employee Ownership - our Employee Share Scheme offers all of our people the equal opportunity to buy shares each year. This ownership is important to our culture as we treat the business like our own.
International transfers - we are based in Australia, New Zealand and the UK and have had 3 senior leader secondments this year. We support short and long term relocation opportunities.
Reward and recognition - our culture is built on celebrating high achievement through daily, monthly and yearly rewards. Each year our top achievers are rewarded with a ticket to an amazing event in a different country. Last year’s event was in Whistler and this year is in Japan.
Team benefits - people are our number one philosophy and we care about their health and wellbeing, their family and their ‘Brightness of Future’. We offer a Parental Leave package, $1000 towards self development per year, cost price on our products, travel discounts through our shareholder company Flight Centre and we pay our people to ride to work.
Work in a purposeful environment - we are B-Corp certified! We meet global standards in areas like environmental impact, diversity and inclusiveness.
About Us
Pedal Group is the parent company of 99 Bikes and Advance Traders and is Australia's largest bicycle company. Backed by major investor Flight Centre in 2008 we now have over 800 employee shareholders. Pedal Group operates over 70 bicycle retail stores, two wholesale distribution businesses, and a commercial property business. Originally from Brisbane, Pedal Group now serves cyclists in Australia, New Zealand and the United Kingdom.
99 Bikes humble beginnings started 2007 with our first shop only fitting 99 bikes in the store, is now the largest bicycle retailer in Australia and stretches across the globe with retail stores in the UK and New Zealand. 99 Bikes has a loyal customer base with over 1.6 million Club 99 Members in Australia, speaking to the incredible customer experience we provide in store alongside offering a huge range of great value products.
99 Bikes’ vision is to be “The World’s Most Approachable Bike Shops”. Our shop teams are filled with driven consultants on the sales floor and skilled mechanics in the workshop who are assisted by our passionate support office team. Our main support office is based in Brisbane, with some local on the ground support team members spread throughout the states.
About the Role
The After Sales Support Officer plays a critical role in ensuring customer satisfaction and loyalty by providing excellent after-sales support. This role involves handling warranty claims, resolving customer issues, and providing technical support. The ideal candidate will have a strong understanding of bicycle mechanics, excellent communication skills, and a customer-centric approach.
Key Responsibilities
Customer Support:
Respond to customer inquiries and complaints in a timely and professional manner.
Provide technical support and troubleshooting
Manage warranty claims, including assessing eligibility, processing claims, and coordinating repairs or replacements.
Case Management:
Monitor open cases to ensure timely resolution, aiming to close cases within SLA’s
Product Knowledge:
Develop and maintain a thorough understanding of the company's bicycle products and accessories.
Stay up-to-date with industry trends, new products, and technical advancements.
Collaboration:
Work closely with the sales team to address customer concerns and provide support as needed.
Coordinate with suppliers and manufacturers for warranty claims and technical support.
Participate in regular team meetings and training sessions.
Key Criteria
Education and Experience:
Minimum of 2 years of experience in a customer service or after-sales support role, preferably in the bicycle or sporting goods industry.
Strong technical knowledge of bicycles and bicycle components.
Skills and Competencies:
Excellent communication skills, both verbal and written.
Strong problem-solving and troubleshooting abilities.
Ability to manage multiple tasks and priorities in a fast-paced environment.
Proficiency in using customer service software, databases, and tools.
Attention to detail and a high level of accuracy in record-keeping.
Working Conditions:
Office environment with occasional requirements to visit warehouses or customer locations.
Standard working hours with potential for occasional overtime or weekend work during peak periods.
Physical Requirements:
Ability to lift and handle bicycle parts and accessories as needed.
Manual dexterity to perform technical support and repairs on bicycles.
Applications Close September 5th 2024
Comments