Job Overview

Our client is looking for a Customer Service Agent in a fast-paced, remote environment to provide exceptional, tech-savvy support to their global cycling community. You will guide customers through order management, tracking, returns, and technical troubleshooting across their entire range of bicycles, components, and accessories.

Schedule

Monday - Friday, 8:00 AM - 5:00 PM Sydney, with 1 hour unpaid break (40 work hours per week)

Responsibilities:

Customer Interaction & Support:

- Omnichannel Delivery: Provide outstanding, empathetic support via VOIP, email, and live web chat in alignment with scheduled rosters.
- Needs Assessment: Actively listen to and assess customer needs to deliver accurate, first-contact resolutions that align with company policies.
- Sales Triage: Handle basic, low-value product inquiries and efficiently direct high-value or specialized sales opportunities to the Sales team.

Issue Resolution & Case Management:
- Ticket Management: Systematically process incoming tickets and voicemails within designated queues, adhering strictly to established Service Level Agreements (SLAs).
- Problem Solving: Investigate the validity of customer requests, exercise sound discretion, and resolve complaints with creative, practical solutions.
- Data Integrity: Accurately log all customer interactions, transactions, and feedback within the CRM platform to ensure high-quality tracking and analytics.

Team Collaboration & Escalation:
- Cross-Functional Handovers: Coordinate smooth inquiries transfer to internal departments (Warranty, Workshop, Warehouse, Marketing) with comprehensive context.
- Smart Escalation: Identify complex issues or severe complaints that fall outside standard policy and escalate them efficiently to the Team Leader or Supervisor.
- Ad-Hoc Support: Assist the broader leadership team with customer service projects and administrative tasks as required.

Process Improvement & AI Integration:
- Continuous Improvement: Proactively share insights on how to optimize customer workflows, platform features, and product information.
- AI Utilisation:



Actively leverage internal AI tools to accelerate daily tasks like data entry, ticket drafting, and report generation to maximize personal productivity and precision.

Requirements:

- Technical Cycling Knowledge: A solid, practical understanding of bicycles, components, and mechanics.
- Customer Support Experience: Proven experience in a customer-facing role, ideally within a high-volume digital or e-commerce environment.
- Digital Proficiency: Highly skilled in navigating online systems, remote collaboration tools, and text-based communication (90% of this role is online).
- Language Skills: Exceptional written and verbal communication skills in English, with the ability to maintain a calm, professional tone under pressure.
- Software Familiarity: Familiarity with modern Customer Relationship Management (CRM) platforms (e.g., Zendesk, Gorgias, Salesforce).

Core Competencies:

- Self-Motivation: Ability to remain focused, productive, and accountable while working autonomously in a remote environment.
- Multitasking & Adaptability: Highly organized with the capacity to pivot between multiple chat threads, emails, and calls seamlessly.
- Critical Thinking: Strong analytical skills to troubleshoot technical product issues remotely.

Values:

Our client expects you to embrace their core values through behaviors and actions that:

- Delight the Customer.
- Focus on the Process.
- Take Responsibility.
- Learn, Grow and Develop.
- One Team Together.

Independent Contractor Perks
- Permanent work from home
- Immediate hiring
- Health Insurance Coverage for eligible locations

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording.



Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

One application, multiple possibilities: When you apply, our team reviews your background against all current openings, not just this one! If a different role fits your skills, we'll get in touch! We also encourage you to keep exploring our job board and apply directly to any position that excites you.

Job Category

Customer Support

Job Type

Full Time (35 hours or more per week)

Work Schedule and Timezone

8AM to 5PM Sydney

Published on

Sep 29 2026

BruntWork will never ask you for money or any other form of payment. If someone claiming to represent BruntWork is requesting a payment from you, please let us know at

“BruntWork made the entire recruitment process smooth, transparent, and stress-free. They matched me with a client that genuinely fits my skills and values - and the support didn't stop at placement... A reliable, qualified partner I'd recommend without hesitation.”

- Zyrrah D, Bookkeeper

4.9/5

4.9/5

Customer Service Agent (Cycling)

Job Category

Customer Support

Job Type

Full Time (35 hours or more per week)

Work Schedule and Timezone

8AM to 5PM Sydney

Published on

Sep 29 2026

BruntWork will never ask you for money or any other form of payment. If someone claiming to represent BruntWork is requesting a payment from you, please let us know at

“BruntWork made the entire recruitment process smooth, transparent, and stress-free. They matched me with a client that genuinely fits my skills and values - and the support didn't stop at placement... A reliable, professional partner I'd recommend without hesitation.”

- Zyrrah D, Bookkeeper

4.9/5

4.9/5

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📌 Customer Service Agent (Cycling) (Sydney)
🏢 Bruntwork
📍 Sydney