A well-established distributor of premium motorcycle accessories and apparel is seeking a Customer Service Representative to serve as the first point of contact for both B2B and B2C customers. The successful candidate will be responsible for handling enquiries via telephone and email, processing customer orders, providing accurate product information, and ensuring every customer receives a professional, efficient, and high-quality service.
Minimum requirements for the roleA Post Matric Qualification would be advantageous Previous experience supporting both business (B2B) and consumer (B2C) customers would be advantageous Must have previous customer service or client management experience within a fast-paced environment Excellent verbal and written communication skills Friendly, professional and confident telephone manner Experience working with customer service platforms such as Gorgias would be advantageous Strong customer-focused approach with a genuine passion for delivering exceptional service Experience using Shopify, Linnworks or similar inventory/order management systems would be beneficial Comfortable using AI tools such as ChatGPT, Claude or Gemini within daily workflows Highly organised with excellent time management and multitasking abilities Calm under pressure and able to manage multiple customer enquiries simultaneously Strong problem-solving skills with the ability to resolve issues efficiently Positive attitude with a collaborative, team-oriented approach Comfortable learning new technologies and adapting to changing business requirements High attention to detail and commitment to accuracy Strong computer literacy with experience using Microsoft Outlook and other Microsoft Office applications
The successful candidate will be responsible forResponding to customer enquiries via telephone and email, providing professional support to both B2B and B2C customers. Delivering accurate product information, technical guidance and general customer assistance. Processing customer orders efficiently and arranging backorders for unavailable stock. Utilising the Gorgias helpdesk platform and AI-assisted tools to manage customer tickets effectively. Maintaining and updating the customer knowledge base to ensure accurate and consistent information. Resolving customer queries and complaints wherever possible, escalating more complex issues to the Customer Service Team Lead when required. Delivering exceptional customer experiences while working towards customer service KPIs. Ensuring customer enquiries are handled promptly, professionally and in accordance with company service standards. Collaborating closely with the wider customer service team to achieve departmental objectives. Following company policies, procedures and best practices at all times. Supporting continuous improvement initiatives that enhance customer service delivery and operational efficiency.
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