Customer Service Representative

Our purpose is to enrich mind, body, earth or soul with the freedom of riding.

Why Join 99 Bikes

• Enjoy a competitive base salary plus uncapped, performance-driven commission on every sale you make. With our rewarding commission structure, your hard work truly pays off and top performers can build their total earnings to $70K-$80K with quick progression.
• Monthly awards and international Global Gatherings for our top 10% performers (Whistler & Hakuba were our last 2 event locations)
• Enjoy flexibility in your career - work/life balance is very important to us and we will work with you around personal commitments through flexible working hours/days.
• Enjoy unmatched career opportunities – internal promotions and access to our 7-program Leadership Academy. Our people have become Team Leaders, State Leaders, Product/Online/Marketing Specialists and even GMs of overseas countries.
• Save money – we pay our people to ride their bike to work, offer cost price on bikes and accessories and discount prices on travel products (through our shareholder Flight Centre), plus we offer other extras like a paid parental leave package and free counseling services.
• Grow your wealth – buy in or be allocated reward shares as part of our Employee Share Scheme which started at 99c per share and is now worth $5 per share. Our goal is for employees to own over 54% of the company by 2027.
• Give back to the community – 1% of wages donated to charities of your choice. Past recipients include RSPCA, Beyond Blue and the Children's Cancer Institute.
• Do good to the planet - proudly B-Corp Certified: sustainability and community at our core

About Us

99 Bikes humble beginnings started 2007 with our first shop only fitting 99 bikes in the store, and is now the largest bicycle retailer in Australia and stretches across the globe with retail stores in the UK and New Zealand. 99 Bikes has a loyal customer base with over 1.6 million Club 99 Members in Australia, speaking to the incredible customer experience we provide in store alongside offering a huge range of great value products.

99 Bikes' vision is to be "The World's Most Approachable Bike Shops". Our shop teams are filled with driven consultants on the sales floor and skilled mechanics in the workshop who are assisted by our passionate support office team. Our main support office is based in Brisbane, with some local on the ground support team members spread throughout the states.

About the Role

As a Central Sales & Customer Service Representative, you won't just respond to queries — you'll be the frontline ambassador of the 99 Bikes experience. Whether you're recommending the perfect bike for a weekend warrior or solving a shipping hiccup with ease, your contribution will drive customer loyalty and sales growth across Australia and New Zealand. You'll work from our centrally located Bowen Hills support office which is open 7 days a week. We are located next door to the Bowen Hills train station and only a few minutes from the Newstead riverwalk and cycleway. The right person for this role will be motivated to provide an excellent customer service experience for our customers, and convert inbound enquiry into sales through phone calls, live chat, and emails from our customers.

Responsibilities

The role includes but is not limited to:

• Converting sales opportunities, recommending products and services, by responding to various customer enquiries via phone, live chat & email.
• Supporting 99 Bikes stores with phone/email support regarding website orders.
• Working across multiple web-based software systems.
• Learning new systems & helping to troubleshoot and solve customer issues as they arise.

Skills & Experience

• Experience working in a customer service or helpdesk role
• Sales opportunity-driven mindset, keen to share, learn and collaborate with the Customer Service Team on strategies for maximising warm inbound enquiry into sales conversion
• Strong communication skills, both verbal and written, with a professional and friendly tone.
• Excellent communication & interpersonal skills
• Adaptable and resourceful under pressure when problem solving, with strong attention to detail
• Experience or familiarity with bikes will be highly regarded, however, full on the job training is provided

We welcome applicants of all backgrounds, experiences, and perspectives. If you're excited about this role but don't meet every requirement, we encourage you to apply.