Remote Customer Support Specialist

BikesOnline USA; México; Remote; MXN 389,000 - 649,000; Full time

Job summary

BikesOnline is seeking a Customer Service Agent to provide outstanding support to our US-based customers online and via VOIP. You will handle order issues, returns, tracking, and after-sales inquiries with a friendly, solution-oriented approach.

This role is remote, requires clear English communication, and the ability to navigate multiple digital tools. You’ll join a team committed to fast response times, accuracy, and continuous improvement using AI-assisted processes.

Qualifications

• Experience in online or eCommerce customer service.
• Strong written and spoken English.
• Comfortable using digital tools and remote work setups.

Responsibilities

• Work within the roster providing support via VOIP and online as required.
• Provide outstanding phone, email and web chat-based support to our customers in a fast-paced environment.
• Identify and assess customers’ needs to achieve satisfaction in alignment with company policies.
• Maintain a positive, empathetic and professional attitude towards customers at all times.
• Take ownership of and resolve customer escalations promptly, ensuring appropriate solutions and follow-up.
• Systematically attend to tickets and issues within the assigned team, following communication procedures, guidelines and policies.
• Provide accurate, valid, timely and complete information by using the right processes, utilising canned responses when applicable and within appropriate SLAs.
• Investigate the validity of the customer request if required, assessing appropriate options in providing resolution, using discretion if necessary.
• Satisfactorily handle complaints, providing appropriate solutions and alternatives.
• Accurately identify when a complaint needs to be escalated.
• Capture records of customer interactions, transactions, comments and complaints.
• Create a summary and action on the requirements generated from customer interactions.
• Accepting new tickets and voicemails that have not yet been responded to, either from an assigned inbox or the general folder.
• Make necessary adjustments to SOPs and best practices based on agent experience and insights to improve processes and customer outcomes.
• Coordinate the handover of customer enquiry to the appropriate team for resolution, ensuring all required information is provided.
• If a suitable outcome cannot be achieved in line with company policies, escape the matter to the Customer Service Supervisor for advice and resolution.
• Assist the Customer Service Team Leader and Supervisor with any other customer service requirements as requested.
• Engage with the wider BikesOnline team including product, warranty, mechanical, marketing, warehouse and support staff as required.
• Ad hoc task as requested.
• Provide feedback on how systems, processes, and products can be continuously improved.
• Actively utilize AI tools and applications to streamline daily tasks, such as data entry, report generation, and content drafting, thereby boosting personal productivity and accuracy.

Skills

Customer service experience

English proficiency

Remote work tools

Job description

BikesOnline is seeking a Customer Service Agent to provide outstanding support to our US-based customers online and via VOIP. You will handle order issues, returns, tracking, and after-sales inquiries with a friendly, solution-oriented approach.

This role is remote, requires clear English communication, and the ability to navigate multiple digital tools. You’ll join a team committed to fast response times, accuracy, and continuous improvement using AI-assisted processes.