Customer Service Manager

POSITION TITLE: Customer Service Manager

DEPT / DIVISION: Ops – US

POSITION REPORTS TO: Operations Director

LOCATION: Los Angeles

About US:

Leon Cycle is an e-bike business established in Germany in 2014 and has since developed business operations in over 15 countries across Europe, North America and APAC. Leon Cycle offers a range of e-bike models from mountain bikes, folding e-bikes, and trekking e-bikes. Our range of products are sold via both our own online website as well as E-Commerce platforms and via our own retail stores and franchise as well as dealer networks worldwide.

PRIMARY RESPONSIBILITIES/ACCOUNTABILITIES OF THE JOB:

  • Build, manage and lead a team of customer services to handle all after-sales support customer enquiries
  • Write, set up and create SOPs for after-sales customer support and service excellence
  • Daily tracking of customer service inquiries handling, providing mentoring and training to staff as needed
  • Business partner with technician team, logistics and warehouse, retail sales manager and B2B Sales Manager to ensure any escalations are resolved in a timely manner
  • Work to improve customer satisfaction ratings on E-Commerce, Facebook, Twitter, Instagram, Website, Shop front and B2B dealers to target 5 star ratings across all channels
  • Provide efficient and reliable after-sales service support, work with technicians to ensure any returns are tend to in a speedy and efficient manner whilst providing frequent update to our customers on timelines for pick up and delivery.

REQUIREMENTS

  • 5-8 years or more of customer service experience in a retail and online business with a product that comes with after-sales customer support (electronics, white goods, electrical, auto, motorbikes)
  • Experience in a call center support role highly regarded
  • Experience in training and mentoring customer support team in call etiquette and phone handling skills, including also responding to online inquiries and emails
  • Experience in tracking customer satisfaction and doing evaluation on teams for customer support excellence
  • Experience working with various department heads to follow up on various customer support issues from delivery / logistics, faulty parts, invoicing and sales inquiries.

Job Type: Full-time

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