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