Rider Care / Customer Support Representative

Specialized; Stellenbosch; On-site; ZAR 150,000 - 250,000; Full time

Job summary

A leading company in the biking industry is seeking a Rider Care / Customer Support Representative. Responsibilities include providing exceptional customer service and support, troubleshooting technical issues, and delivering personalized assistance to enhance the customer experience. Ideal candidates should have customer service experience, strong communication skills, and a passion for bikes.

Benefits

Competitive employee discount

Travel to events may be required

Qualifications

• Experience in a fast-paced, high-volume environment.
• Fluent in bicycle technology is a plus.
• Ability to work independently and handle customer interactions effectively.

Responsibilities

• Deliver concierge-level service to riders.
• Resolve technical issues through troubleshooting.
• Provide customer service at all stages of the purchase journey.

Skills

Customer Service Experience

Communication Skills

Problem-Solving

Technical Ability

Multitasking

CRM Proficiency

Education

2+ Years Experience in Customer Service

Tools

Salesforce CRM

Oracle

Microsoft Office Suite

Job description

Rider Care / Customer Support Representative

Rider Care Representative

A service professional that gets a kick out of creating life-long customers.”

ARE YOU SPECIALIZED?

• Do you enjoy talking with friends, family, pets or complete strangers about bikes?
• Have you stopped on the trail / road to help other riders?
• Would you take satisfaction in creating customers that stay committed to Specialized for life?
• Do you have a confirmed track-record of delivering great customer experiences in a retail or contact center environment?

If you were able to answer “Yes” to these questions, we want to talk to you!

HOW YOU’LL MAKE A DIFFERENCE

• Deliver concierge-level service to our riders and retailers via phone / chat / email
• Carefully assess rider needs to provide personalized pre-sales advice
• Wow retailers through positive, productive conversation
• Provide outstanding customer-service at all stages of the purchase & ownership journey
• Take ownership of the rider experience – take action to solve problems and follow-up right to the end
• Resolve technical issues through troubleshooting & diagnostic faultfinding
• Working hands-on with bikes on occasion – solving customer issues, supporting reworks etc. This is including a concierge level of service or urgent needs as deemed by the company - either at HQ or in the field.

WHAT YOU NEED TO WIN

• You’ll need to live and breathe our core values – “The Rider is the Boss”
• Experience in a retail or customer service role
• Strong written and oral communication skills
• Ability to work independently in a fast paced, high-volume environment
• Ability to identify issues and alternatives and recommend possible solutions
• Hands-on technical ability to problem-solve in a relevant field (e.g. bike mechanic, automotive, consumer electronics)
• The ability to multitask, prioritize, and remain resilient while not losing your cool
• Proficiency with PCs, CRM systems & the Microsoft suite of products
• Passion for bikes; driven to make an impact for riders

Preferred Qualifications / Experience :

• 2+ years’ experience in a Customer Service role
• Fluent in bicycle technology and the value it brings to society
• Salesforce CRM & Oracle experience recommended
• German reader and writer a plus, but not required

TELL ME MORE?

• 40 hours per week (1-hour lunch unpaid) Monday - Friday, 8am-8pm
• Benefits include a competitive employee discount
• Travel to events may be occasionally required

About Specialized :

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