Customer Service Representative

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