Customer Experience Advocate

2 weeks ago

Port Melbourne, Australia Specialized Australia Pty Limited Full time
Job Description

At Specialized Australia Pty Limited, we are seeking a highly skilled and motivated Customer Experience Advocate to join our Rider Care team. In this role, you will be responsible for providing exceptional customer service to our riders and retailers across Australia.

About the Role

This is an exciting opportunity to work with a leading global brand in the cycling industry. As a Customer Experience Advocate, you will be the face of Specialized with our riders and retailers, building strong relationships and delivering a positive experience through great customer service and sales support.

You will manage a high volume of enquiries from riders and retailers via phone, email, and digital platforms, resolving issues and queries in a timely and professional manner. You will also process customer returns, handle warranty claims, and maintain accurate records using our systems such as Salesforce and Oracle ESP.

In addition, you will assist the Rider Care Manager with service parts ordering and maintenance, develop an excellent knowledge of our product range, and provide solutions for complex technical calls from SBC Retailers, consumers, and internal departments.

Key Responsibilities
  • Manage a high volume of enquiries from riders and retailers via phone, email, and digital platforms
  • Resolve issues and queries in a timely and professional manner
  • Process customer returns and handle warranty claims
  • Assist the Rider Care Manager with service parts ordering and maintenance
  • Develop an excellent knowledge of our product range
  • Provide solutions for complex technical calls from SBC Retailers, consumers, and internal departments
Requirements
  • Self-motivated with a strong sense of urgency and a willingness to learn on the go
  • PC proficiency in order entry systems, Microsoft Word, and Excel
  • Highly developed interpersonal skills, including written and phone communication
  • Ability to maintain an upbeat and positive attitude at all times
  • Ability to complete tasks accurately in a timely manner
  • Ability to work independently in a fast-paced, high-volume environment
  • A Bachelors Degree or equivalent in Business or Marketing
  • At least two years' experience in retail and/or customer service role
Benefits

We offer a competitive salary package, including:

  • $60,000 - $80,000 per annum (depending on experience)
  • Ongoing training and development opportunities
  • A dynamic and supportive work environment
  • The chance to work with a leading global brand in the cycling industry

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