Rider Care/Customer Support Representative

Specialized Bicycle Components; Stellenbosch; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading company in the cycling industry seeks a Rider Care Representative in Stellenbosch. This role focuses on delivering exceptional customer service, resolving technical issues, and fostering long-term customer relationships. Ideal candidates will have a passion for bikes and experience in customer service.

Benefits

Competitive employee discount

Travel to events may be occasionally required

Qualifications

• 2+ years’ experience in a Customer Service role.
• Proficiency with PCs and CRM systems.
• Fluent in bicycle technology.

Responsibilities

• Deliver concierge-level service to riders and retailers.
• Resolve technical issues through troubleshooting.
• Provide outstanding customer service at all stages.

Skills

Communication

Problem-solving

Multitasking

Technical ability

Education

Experience in a retail or customer service role

Tools

Salesforce CRM

Oracle

Microsoft suite

Job description

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
• English (proficient)
• German reader and writer a plus, but not required
  
  

TELL ME MORE?

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

About Specialized

Here at Specialized we believe that bikes have the power to change lives for the better. We are a culture of barrier-breakers, but we need your unique ideas and backgrounds to help us push boundaries and change the world. We are always looking for creative, innovative, and passionate people who can contribute to our mission of getting people outside. Regardless of your qualifications, if you think this could be you and you're ready to make a difference, please apply! We hope that you will reach out and show us how you can make an impact here.