Customer Service Agent

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Provide exceptional support to customers based in the US.

• Assist customers with issues related to orders, returns, tracking, technical questions, general sales, and after-sales assistance.

• Deliver excellent support via phone, email, and web chat.

• Identify and evaluate customers' needs to ensure their satisfaction.

• Maintain a positive, empathetic, and professional demeanor towards all customers.

• Take ownership of customer escalations and resolve them in a timely manner.

• Methodically address tickets and issues as they arise.

• Provide accurate, valid, timely, and comprehensive information.

• Manage complaints by offering suitable solutions and alternatives.

• Record details of customer interactions, transactions, comments, and complaints.

• Collaborate with internal teams to find resolutions.

• Support initiatives aimed at expanding and enhancing the BikesOnline service network.

⛳️ Requirements

• Strong knowledge of bicycles, coupled with a passion for the industry.

• Demonstrated experience in customer service, preferably within an online or eCommerce setting.

• Capability to provide exceptional customer support in English, both written and spoken.

• Comfort in utilizing various digital tools and systems in a remote work setting.

• Previous experience in the bicycle sector (Bonus).

• Familiarity with a broad range of bike products, parts, and accessories (Bonus).

• Experience with CRM systems (e.g., Freshdesk, Zendesk, etc.) (Bonus).

🏝️ Benefits

• Flexible work arrangements.

• Generous staff discounts.

• Commitment to continuous learning and internal career advancement.

• A safe, reliable, and adaptable work environment.