Rider Care Specialist
Specialized Bicycle Components
- Petaling Jaya, Selangor
- Permanent
- Full-time
- Be the first point of contact for customers’ order queries and technical support requests.
- To support regional e.com order queries via our contact channels and manage regional e.com cancellations & refunds
- To monitor and utilize our B2B and B2C communication channels, answer and direct queries to the appropriate avenues
- To utilize internal technical support tools to provide accurate information requested by customers
- A commitment to respond within our set standard time frames
- Assist in overseeing AsiaHub-region communications responses
- Be the expert consultant to drive our B2C business, as well as be an asset to our B2B partners
- Provide the best advice to customers looking for pre-purchase information like basic sizing, component-compatibility, appropriate models for intended use, etc.
- Know our retailers’ category strengths and help direct customers looking to go to a store to see the right partners
- Capitalize on converting communications-generated leads into sales by directing customers to the appropriate channels.
- Provide bike industry expert knowledge to both B2B and B2C customers
- Utilize our proprietary internal order/support systems to serve our customers
- Assist in managing inventory and orders of service and warranty parts
- Assist with expert assessment of product quality and warranty claims
- Customer Service experience is a must; bicycle industry experience in any capacity will be advantageous
- A keen and holistic interest in understanding the bicycle industry
- An ability to converse with customers professionally and in-line with our communications SOP
- A willingness to learn, understand and utilize our systems to be able to execute processes swiftly and accurately
- Minimally bilingual with excellent written and spoken English and proficiency in either Bahasa Malaysia, Bahasa Indonesia, Mandarin or Thai is a must.
- You will be required to have a certain level of technical understanding and mechanical proficiency with current high-end bicycle industry products and may be required to undergo an assessment for this.