Customer Service Representative Role
Job Summary
We are looking for a highly motivated individual to join the 99 Bikes Online team as a Customer Service Representative,. You will play an integral role in the success of the 99 Bikes online department by providing fantastic service to our customers across phone, email and live chat.
Reasons to work with 99 Bikes
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Join a thriving industry and get more people riding bikes
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Work with smart, capable people who are motivated by results. We take our business seriously, but not ourselves
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Fun culture. A social and fun working environment with regular events where you can let your hair down
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Generous staff purchasing policy on all the products we sell
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Annual Employee Share Scheme Gift with options to purchase more
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$1000 Self Development allowance each year to boost our mental, physical or financial health
About Us
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Our purpose is to enrich mind, body, earth or soul with the freedom of riding
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99 Bikes, The World’s Most Approachable Bike Shops, is the largest retailer of bikes in Australia, with over 60 stores and over 800 people in our team
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Amazing team environment with reward, recognition, autonomy and ownership in all roles
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$1000 self development allowance each year to boost our mental, physical or financial health
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We pay our employees to ride their bikes to work and offer generous purchasing options on products we sell
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We have a number of environmental initiatives and are paid 1% on top of our annual salary and get to choose a charity to donate it to
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You’ll also be rewarded each year with our Employee Share Scheme Gift with the options to purchase additional shares
We believe in the strength of diversity
Our customer base is diverse. We are the ‘World’s Most Approachable Bike Shops’ and understand the value of including varying perspectives and strengths across our teams. We are committed to hiring and promoting the right recruits and creating a culture that is safe and enjoyable for all walks of life regardless of age, culture, race, gender identity, sexual orientation, ethnicity or background.
About the Role
This role is located at our Bowen Hills head office, working as part of the high-performing and fast-paced Online Team.
Reporting to the Customer Service Team Leader, you will be working in a team that is primarily responsible for responding to customer enquiries through multiple channels across Australia & New Zealand, as well as providing support to 99 Bikes store staff. While experience in a previous customer service/call centre role is preferred, your most important qualities will be your enthusiasm, engagement, positive attitude and attention to detail.
Your work will be directly improving our customer’s experience by providing advice and solutions, and there will be opportunities to drive key improvements with our systems and processes within the role. As a part of the Online Team, you will be supported in your professional growth, with future opportunities to progress within the company.
Key Responsibilities
The role includes but is not limited to:
● Working rostered hours across Monday-Saturday
● Responding to various customer enquiries via phone, live chat & email.
● Recommending products to customers and assisting with online sales conversion.
● Supporting stores with phone/email support regarding e-commerce orders.
● Working across multiple web-based software systems.
● Learning new systems & helping to troubleshoot customer issues as they arise.
About You
We believe in hiring for cultural contribution, and nurturing for skills development; however, there are some things we need from you to be successful in this role:
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Ability to work independently, multitask and demonstrate initiative
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An amazing attitude in line with the 99 Bikes philosophies
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Excellent written communication skills and a confident & professional phone manner
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Thrive in a fast paced environment
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Flexible and willing to learn
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Ability to problem solve and strong attention to detail
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Basic knowledge of bicycles and accessories
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Experience working in a front facing customer service role
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Excellent communication & interpersonal skills
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Located (or willing to relocate) to Brisbane
Immediate start