Customer Experience & Inbound Sales Specialist Full time | Cinisello Balsamo, Milan (Italy)

Customer Experience & Inbound Sales Specialist About us The global platform for buying dream bikes: Italian marketplace of high-end bicycles, with a hybrid business model (E-Commerce: buying and reselling second-hand bicycles, mostly from World Tour teams, and Marketplace, where stores sign up to publish and sell their inventory). The role This position is not after-sales : your mission begins when a customer shows interest and ends when the right bike is delivered into the right hands. Responsibilities Respond to inbound inquiries via email, ticketing system, live chat, and phone—turning every interaction into a sales opportunity. Guide customers in selecting the best bike based on their needs, technical preferences, and availability, using your product and cycling knowledge to build trust and drive confidence. Proactively follow up with leads, keeping conversations alive until the deal is closed. Recommend alternative options when desired bikes are unavailable, maintaining momentum and avoiding lost sales. Offer personalized advice to customers looking for their ideal bike, using your knowledge of high-end cycling to guide their choices. Track and report on personal sales impact, conversion rates, and customer satisfaction KPIs such as NPS and resolution time. Maintain Bike-room.com’s tone of voice, ensuring a professional yet engaging and passionate communication style. Collaborate with sales and logistics teams to provide accurate information and smooth purchasing experiences. Be the voice of our customers and enhance our company processes by providing feedback to the marketing, sales, and logistics teams. Impact business performance by enhancing the customer experience and supporting revenue growth through personalized recommendations and problem-solving. Required qualifications Experience in customer service, sales, or concierge-style support—preferably in cycling, sports retail, or e-commerce. Technical knowledge of cycling (brands, components, sizing, performance differences) to confidently assist high-end customers. A problem-solving attitude and the ability to turn challenges into positive customer experiences. Strong communication skills with a natural ability to engage customers and build relationships. Fluency in Italian and English and at least one more language (additional languages are a big plus). Creativity, attention to detail, and ability to work effectively both in a team and independently. Good organizational and time management skills. Positive attitude and openness to feedback and continuous learning. Passions We believe that passion is the engine of innovation and creativity, and we are particularly interested in candidates who have personal interests in one or more of the following areas: Cycling Scale-Up & Technology Job offer RAL proportional to experience (range €25-€35k) Office in Cinisello Balsamo (Via Monfalcone 15), face-to-face work (with the possibility of remote working days) Benefits: meal vouchers of €8 each Type of contract: we offer a permanent contract, preceded by a probationary period to allow both the candidate and the company to assess mutual compatibility. Our goal is to build lasting and productive working relationships based on trust and professional development. How to apply & recruiting process Send your CV with a brief introduction to careersbike-room.com Interview with a member of the founding team Case study with founding team Reference check and offer We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. Bikeroom reserves the right to amend this job description at any time. J-18808-Ljbffr

Location: cinisello-balsamo, IT

Posted Date: 4/29/2025