Rider Care Specialist
Rider Care Specialist
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Founded on performance and driven by innovation Specialized is dedicated to meeting the needs of every riderfrom seasoned pros and weekend warriors to kids and commuters. If you ride were 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 organizations 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 eParcel
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 12 years of customer service experience in a bike store or related industry
- Practical experience with Ebike 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 solutionminded
- 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 indepth knowledge of Specialized products
- Experience with Oracle Salesforce and/or Australia Post eParcel hub will be looked upon favourably
WHATS ON OFFER
A chance to be on the inside of one of the worlds most iconic exciting and innovative bicycle brands.
HOW TO APPLY
Include a cover letter with your application. This position includes a sixmonth probationary period. Only applicants with the right to work in Australia should apply. Only shortlisted candidates will be contacted.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
