We are seeking a highly motivated and experienced Customer Support Manager to lead our customer service efforts in the cycling and endurance industry, operating on a contractual basis. The ideal candidate will demonstrate a strong passion for cycling, possess exceptional leadership and communication skills, and showcase a proven track record of delivering outstanding customer service.
Responsibilities:
- Respond promptly and professionally to customer inquiries via phone, email, and chat.
- Respond promptly and professionally to escalated customer inquiries via phone, email, and chat.
- Provide accurate product information, technical support, and assistance with product selection.
- Document customer interactions and maintain accurate records in our CRM system.
- Oversee the processing of orders, returns, and exchanges efficiently and accurately.
- Resolve customer complaints and issues with empathy and diplomacy, ensuring a positive resolution.
- Communicate effectively with internal teams to address customer concerns and improve processes.
- Develop and maintain positive relationships with key customers and vendors.
- Stay updated on product knowledge, industry trends, and company policies to provide accurate information to customers.
- Assist with maintaining customer databases and records, ensuring accuracy and confidentiality.
- Proactively identify opportunities to improve the customer experience and recommend solutions.
- Collaborate with the sales and marketing teams to support promotional campaigns and initiatives.
- Uphold company values and brand image in all interactions with customers and stakeholders.
- Analyze customer service metrics and reports to track performance and identify areas for improvement.
- Develop and implement customer service policies and procedures to enhance efficiency and customer satisfaction.
- Train and onboard new customer support specialists to ensure a high standard of service.
Requirements:
- Passion for cycling is essential.
- Strong understanding of cycling products and terminology.
- Previous experience in customer service management or a related field.
- Excellent communication skills, both verbal and written.
- Strong problem-solving abilities and a customer-centric mindset.
- Ability to multitask and prioritize tasks in a fast-paced environment.
- Proficiency in using CRM software and other customer service tools.
- Flexibility to work evenings, weekends, and holidays as needed.
- Proven leadership and team management skills.
- Ability to analyze data and generate reports to drive improvements in customer service.
Expertise:
To be considered for this role, you must have a deep understanding of the cycling industry, cycling apparel, bicycle components, and related equipment.
.svg)