Customer Service Representative

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Job Description

Key Responsibilities

Respond promptly to aftersales inquiries via phone, email, or chat related to e-bike products and components.
Troubleshoot common technical issues involving batteries, motors, controllers, displays, and app connectivity.
Process warranty claims, returns, exchanges, and spare parts orders in line with company policy.
Liaise with repair technicians and logistics providers to coordinate timely repairs and part shipments.
Maintain accurate customer records, service tickets, and updates in the CRM system.
Educate customers on product care, software updates, and maintenance best practices.
Follow up with customers post-resolution to ensure satisfaction and foster brand loyalty.
Collaborate with the product, technical, and quality teams to escalate and report recurring issues.
Stay updated on new e-bike models, accessories, and industry trends

Qualifications

High school diploma or equivalent; associates or bachelors degree preferred.
Prior experience in customer service or technical support, preferably in consumer electronics, bikes, or mobility products.
Basic technical knowledge of ebikes or a willingness to learn (batteries, motors, controllers, etc.).
Excellent written and verbal communication skills.
Proficiency with CRM software, ticketing tools, and Microsoft Office or Google Workspace.
Strong problem-solving and multitasking abilities.
Passion for bikes, sustainability, or micro mobility is a plus