Customer Service Agent

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

📋 Description

• Deliver support via phone, email, and web chat to customers located in the US

• Aid with order-related issues, returns, tracking, technical questions, general sales, and post-sales assistance for bicycles, parts, and accessories

• Recognize and evaluate customer needs while managing escalations

• Manage tickets, voicemails, complaints, and customer inquiries following established procedures and service level agreements (SLAs)

• Offer precise and comprehensive information utilizing the appropriate processes and predefined responses

• Investigate inquiries, identify resolution options, and escalate complaints when necessary

• Document customer interactions, transactions, comments, and grievances

• Summarize and respond to requirements arising from customer engagements

• Modify standard operating procedures (SOPs) and best practices informed by agent feedback

• Coordinate transitions to relevant teams and escalate issues to the Customer Service Supervisor

• Assist the Customer Service Team Leader and Supervisor with customer service needs

• Collaborate with product, warranty, mechanical, marketing, warehouse, and support teams

• Provide input for the ongoing enhancement of systems, processes, and products

• Leverage AI tools for data entry, report creation, content drafting, and productivity enhancements

• Help expand the BikesOnline service network, including outreach to bike shops

• Conduct proactive follow-ups with customers to gather essential feedback

• Track and organize feedback from customers and partners while identifying recurring issues and trends

• Execute ad hoc tasks as assigned

⛳️ Requirements

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

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

• Comfortable using various digital tools and systems in a remote work environment

• Strong knowledge of bicycles and familiarity with a diverse range of bike products, parts, and accessories

• Passion for the bicycle industry

• Experience with CRM platforms such as Freshdesk or Zendesk is a plus

• Clear and professional communication skills with a keen attention to detail

• Exceptional listening abilities and a customer-centric approach

• Proactive in problem-solving with sound judgment

• Capable of multitasking and prioritizing in a dynamic environment

• Ability to maintain composure under pressure and manage difficult situations

• Flexibility to adapt to new systems, processes, and working methods

• Self-driven and responsible in a remote contractor role

🏝️ Benefits

• Flexible working arrangements

• Substantial employee discounts

• Opportunities for continuous learning

• Internal career advancement across the international presence

• Safe, reliable, and flexible working environment

• Personal development and career opportunities

• Employee perspectives are valued

• Close-knit community with an inclusive culture