Description du poste
You will join a fast-paced and growing team that creates an amazing experience for our customers, dealers and prospective customers. You will often be the first person that customers interact with so we are looking for someone who is passionate about providing stellar customer service and support.
Strong bike knowledge and experience in customer service is required for this role as you will be answering a wide variety of questions about our bikes. If you love to help people and collaborate with other bike enthusiasts, then this could be your new dream job.
Overall Duties and Responsibilities:Answer all incoming phone calls, reply to voicemails and emails for Rider Support and handle the requests in accordance with our No Missed Rides policyProvide resourceful technical assistance to our riders by answering questions regarding any bike issues, set-up, reactions of bikes in a specific terrain and diagnosing issuesEnter RMAs (Return Merchandise Authorization) and sales orders for web order related issues, as well as hardware warranty issues via technical assistanceProvide estimated delivery date of orders to customers, actively provide updates and check inventory in our ERP system
Competencies & Requirements:2+ years of experience in a customer service roleStrong bike mechanic knowledge is required, especially Santa Cruz Bicycles, Juliana Bicycles and Cervelo BicyclesExcellent verbal and written communication Ability to deal politely and effectively with customer inquiries or complaintsExcellent administrative, clerical, record keeping and computer skills are required Ability to take direction and execute tasks in a timely mannerOrganize information and provide clear communication to all team membersStrong working knowledge of ERP software, Microsoft Office, CRM software, Smartsheets and Google Suite preferred Tech and research savvyPositive attitude, personable and goal-oriented outlookAbility to read, comprehend and explain documents in English. Effectively communicate, verbally and in writing, in English.
Please apply with your cover letter and resume in English.
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