Job Description

Job Description

This is a remote position.

Job Highlights:

Contract type: Independent Contractor

Schedule: Monday-Friday 8:30 AM – 5:00 PM Melbourne Time; 5 hours of coverage during weekends

Job Description

As a Motorcycle Customer Support Officer, you’ll play a vital role in our client’s operations by managing a high volume of customer inquiries, delivering exceptional support, and guiding customers through the transport process for motorcycles. You’ll handle phone calls and emails, provide accurate quotes, and ensure smooth communication regarding transport details. This role requires a blend of strong customer service skills, foundational motorcycle knowledge, and the ability to use specialized customer service software. You’ll collaborate with a global team to maintain seamless 18-hour support coverage, 7 days a week.

Responsibilities

Answer incoming calls and respond to customer emails promptly, providing information about motorcycle transport services

Generate accurate quotes for a range of motorcycle transport requests

Manage customer inquiries and bookings using Freshdesk and Dialpad systems

Follow up on voicemails and return calls to ensure timely communication

Explain the benefits and processes of various motorcycle transport options to clients

Prioritize and efficiently manage a high volume of customer interactions

Collaborate with team members to maintain continuous support coverage

Assist with shipment processing and tracking, providing updates to customers as needed

Adapt to handling inquiries across multiple brands and microsites

Requirements

Strong passion for motorcycles, with familiarity across various models and an enthusiasm for supporting motorcycle enthusiasts

Excellent verbal and written communication skills in English, with a neutral accent for clear phone interactions

Knowledge of motorcycles and transport terminology

Strong customer service orientation with the ability to meet diverse customer needs

Proficiency in customer service software, particularly Freshdesk (training provided)

Ability to work in a fast-paced environment and manage multiple tasks

Problem-solving skills and the capacity to make decisions independently

Reliable high-speed internet connection for remote work

Flexibility to work shifts covering Australian time zones

Bilingual skills (especially Mandarin) are a plus but not required

This role is ideal for someone who is not only skilled in customer service but also has a genuine passion for motorcycles and helping others.