Remote Customer Service Specialist – E‑commerce

Bikes Online; United States; Remote; MXN 167,000 - 312,000; Full time

Benefits offered by this job

Flexible work arrangements

Staff discounts

Learning opportunities

Career progression

Job summary

BikesOnline is seeking a Customer Service Agent to support US-based customers with orders, returns, tracking and after-sales inquiries. You will be the first point of contact, handling live chat, email and phone interactions.

Work is remote as a contractor, collaborating with product, warranty, marketing, warehouse and support teams to deliver exceptional service. Prior ecommerce experience and strong English communication are essential.

Qualifications

• Proven experience in customer service, ideally in an online or eCommerce environment.
• Ability to deliver high-quality customer support in English (written and verbal).
• Confidence working across digital tools and systems in a remote environment.

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.
• 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.
• Escalate to Customer Service Supervisor when needed.
• Assist the Customer Service Team Leader and Supervisor with other requirements.
• 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 systems, processes, and products for improvement.
• Utilize AI tools to streamline tasks and improve productivity.

Skills

Customer service

English (written & spoken)

Remote tools

Tools

Freshdesk

Zendesk

Job description

BikesOnline is seeking a Customer Service Agent to support US-based customers with orders, returns, tracking and after-sales inquiries. You will be the first point of contact, handling live chat, email and phone interactions.

Work is remote as a contractor, collaborating with product, warranty, marketing, warehouse and support teams to deliver exceptional service. Prior ecommerce experience and strong English communication are essential.