Remote Customer Service Representative
4 tygodni temu
We are changing the way people move. Our mission is to make electric transport accessible to everyone.
About UsSince 2017, we have reached over 40,000 customers in 50 countries who have collectively ridden over 10 million miles.
We have raised over $5M to scale our operations and develop our product.
Founded ByWe were founded by Engineers and cycling enthusiasts Oliver Montague and Dmitro Khroma.
We are a close-knit team dedicated to creating low carbon transport solutions that are fun to use and good for the planet.
The Customer Service TeamWe build strong relationships with our customers from the moment they place their order until they receive their kit.
Our customer service team is essential to each customer's experience and their ultimate happiness with our product.
We look for customer service representatives with excellent people skills and the ability to understand trends in customer behavior.
The RoleWe are looking for an English speaking Customer Service Representative to join our Customer Service team.
In this role, you will be the face of our customer contact for our European time zone.
You will come to know our eBike kits inside-out and solve any problem that you come across.
Responsibilities- Provide exemplary email, video and chat support to our customers.
- Respond to high volumes of customer tickets in the quickest and most efficient way.
- Work on our CRM system, Zendesk.
- Report insights and trends to the Head of Customer Service.
- Work as part of a team, sharing knowledge and helping colleagues.
- Must be able to speak German and English.
- Previous high volume, online customer service experience with an outstanding customer satisfaction rating.
- Able to work 0800 to 1600, Monday to Friday.
- Confidence with customers, and a mature, 'service first' approach with the ability to diffuse situations and end every interaction leaving the customer feeling satisfied.
- Excellent tech and IT confidence - previous use of Zendesk or a similar ticketing platform is essential.
- An excellent problem solving skillset.
- The potential to quickly become recognised as a safe pair of hands.
- Ability to work both independently and as part of a wider team, and to thrive under the pressure of a high volume of tickets.
- Ability to look at incomplete or failing processes and suggest and implement improvements.
- Ability to adapt to new systems and technical information quickly.
- Valid passport and/or visa as you'll be visiting our HQ in London at least twice a year.
- Knowledge and interest in bikes, electric bikes, or the environment will be a bonus
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