Founded on performance and driven by innovation, Specialized is dedicated to meeting the needs of every rider—from seasoned pros and weekend warriors to kids and commuters. If you ride, we’re here for you.
At Specialized, we believe cycling changes lives. Our passion for bikes is reflected in our team and our partnerships with people and organisations worldwide.
We are seeking a professional, positive and engaging team member who has a passion for bikes to join our Rider Care team in Melbourne.
ESSENTIAL JOB FUNCTIONS:
Answer customer support calls and online chats in a happy and supportive manner and a drive for positive outcomes for the rider and retailer
Professionally respond to general customer enquiries received through email, phone, online chat, and social media.
Liaise with warehouse staff to resolve issues
Resolve unique or complex issues through creative, rider focused solutions with both Riders and Retailers
Process customer refunds and liaise with Manager to manage warranties
Develop an excellent knowledge of Specialized product range, ensuring that customers are informed about product they have purchased or about to purchase
Provide solutions for complex technical calls from SBC Retailers, consumers and internal departments.
Assist customers with sizing/measurements and create conversions through customer interactions
Promote relationships between riders and their local retailers
Assist in keeping product information up to date on B2B
Use Oracle ESP, Salesforce Customer Relationship Management program, TNT, Australia Post e-Parcel
Hub and other digital platform systems as a tool to manage customer enquiries and product returns
Support colleagues and Managers on special projects, as required
Availability to participate in different activation and engagement events.
WHAT YOU WILL NEED
At least 1-2 years of customer service experience in a bike store or related industry
Practical experience with E-bike systems
Heightened awareness of customer expectation, experience and service
Passion for cycling / outdoors / adventure / fun
Comfortable setting goals, chasing targets and being measured regularly
Being proactive, creative, resourceful and solution-minded
Ability to identify issues and alternatives and recommend possible solutions.
Sound time management and prioritising skills
Intermediate level of Microsoft Office Suite, with excellent knowledge of Excel, Word and Outlook.
A passion to learn about and maintain an in-depth knowledge of Specialized products
Experience with Oracle, Salesforce and/or Australia Post eParcel hub will be looked upon favourably
WHAT’S ON OFFER?
A chance to be on the inside of one of the world's most iconic, exciting and innovative bicycle brands.
HOW TO APPLY
Include a cover letter with your application.
Only applicants with the right to work in Australia should apply.
Only shortlisted candidates will be contacted.
Comments