Customer Service Supervisor, Frenchs Forest

7 months ago

Frenchs Forest, Australia Bikes Online Full time

Do you have a passion for bikes and a natural flair for helping people? This may be your dream role We’re searching for a Customer Service Supervisor to join our amazing team

**About Us**

Bikes Online is on a mission to help people discover and enjoy the awesome sport of cycling. Our aim is to be Australia’s #1 Online Bicycle Retailer and provide our customers with excellent service and support on our products.

We love to break through old norms, to get bikes and products to our customers quickly and to have a laugh while we do it. We also have heart and want to improve the environment that we all love to enjoy.

While Australian founded in 2011, we’re global in our approach and presence and have fostered a culture where everyone can make a difference. We have a genuine focus on nurturing our team with perks like flexible work arrangements, generous staff discounts, a commitment to ongoing learning and internal career progression across our international footprint.

While we have over 80 staff located across Australia, Asia, United States and Europe. This role is based in our headquarters in Frenchs Forest, Sydney. Our team here works from Monday to Friday so that we can ride bikes on the weekend

**What You'll Do?**

The BikesOnline AU Customer Service Supervisor (CSS) is a vital part of the Customer Service department, promoting a productive and motivating work environment and providing outstanding support to both customers and Customer Service Agents (CSA). The role supports our CSA’s with challenging scenarios and complaint resolution, dealing directly with customers as required on escalation. Reporting to the After Sales Manager (ASM), the CSS assists the team with reporting, onboarding new staff, identifying recurring problems and providing feedback on service levels, effectiveness and continuous improvement opportunities.

Customer Service Supervisor duties include but are not limited to:

- Day to day supervision of the CSA’s and providing ongoing on the job training.
- Monitoring Freshdesk tickets and phone loads daily by department and Agent and redistributing or allocating agents where appropriate to balance the team and work.
- Assisting the ASM to identify, document and develop ideas, feedback and systems for process improvement and resolution of issues.
- Attends weekly meetings with the ASM.
- Attends monthly meeting to discuss common issues, solutions & improvements with CSS peers across the organisation.
- Providing monthly reports on agent performance to the ASM.
- Monitoring agent performance across customer facing communication channels weekly to ensure KPIs are on track and being achieved. Ensuring responses to customer service issues and reviews in a timely manner.
- Coordinating and contributing to performance reviews for direct reports.
- Ensuring orders are dispatched in a timely manner investigating any delays in processing where necessary.
- Supporting agents with problematic or difficult customers/tickets and questions. Resolving escalated tickets in a timely manner, either via coaching the agent or directly taking ownership of the ticket and communicating with the customer.
- Assist in managing disputes and fraud risk via Stripe, and PayPal. Monitor and answer comments provided on review platforms, investigates customer concerns and proactively improves the customer experience.
- Follow up on ecommerce platform integration and processes: Catch, bikeexchange, facebook marketplace, Amazon, Ebay.
- When required, completing urgent service orders and arranging for third party warehouse team to fulfil.
- Coordinating with the Accounts department to ensure internal processes are followed in a timely manner, in regards to the approval of refunds or direct deposits.
- Receives and verifies customer service agent invoices, attending to validation in HRIS.
- Rectify system issues for agents, such as access to helpdesk support account, Neto, HRIS or logistics platforms.
- Rewarding and recognising the team on performance, utilising data from FreshDesk data and customer feedback.
- Frequently check and monitor system integrations and customer service filters, providing technical support to remote teams.
- Manage the customer service team’s roster and recommend changes to the team structure and working hours as required to serve the evolving needs of the business.
- Other tasks as required.

**What You’ll Have**
- A good understanding of technical bicycle knowledge is essential.
- 3+ years' experience working in a customer service leadership role.
- Knowledge of a broad range of bicycle products, including parts and accessories.
- Experience managing a remote based team, including call centre supervision.
- Providing customer support in an online environment.
- Familiarity with Customer Resource Management (CRM) systems is essential.
- Provision of quality customer service in written and spoken English is essential.
- Well organised, efficient and and methodical in approa

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