Customer Experience Representative

Cape Town - South Africa

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

LOOKING FOR SOUTH AFRICAN CITIZENS WHO ARE BASED IN SOUTH AFRICA CANDIDATES

Position : Customer Experience Representative

Working Schedule : 9am-5pm PST

Salary Range :$1500 - $2000/ month (the final salary will be determined by the candidates level of experience and at the discretion of the client)

Job Summary

A communication savvy individual that can express themselves in English via voice text and email. Pre-existing knowledge about bicycles and or cycling is helpful but not required. You are someone that will go the extra mile to ensure your customers are properly supported.

This role consists of approximately 40% mechanic service supportassisting with parts orders and client follow-upsand 60% customer service including inbound scheduling calls and outbound calls to re-engage and attract customers.

Key Responsibilities

Manage all inbound customer communications via phone email and text responding promptly and professionally.
Schedule service appointments and maintain the calendar for our mobile technicians.
Provide friendly knowledgeable and solution-oriented customer service.
Support our field technicians by closing out work orders processing payments and handling other administrative tasks.
Develop strong relationships with the technicians to understand their needs and provide proactive support.
Assist with other ad-hoc administrative duties as needed.

Mechanic Support

Review each mechanics schedule each morning before they begin work to ensure all jobs are properly setup in lightspeed and any one-off requests or issues are brought to their attention.
Throughout the day work with each mechanic to ensure their service tickets are properly completed and noted accurately reflect the work done parts consumed and discounts and payments properly applied.
Debrief each mechanic throughout the day and at the end of the day to ensure any customer follow-ups notes parts or ad hoc items are properly noted/ordered so that nothing falls through the cracks.
Be available to help mechanics in the field with ad hoc requests as needed including but not limited to following up on parts orders placing orders alerting customers to delays and other items.

Customer Support

Review the inbox regularly for customer email requests and voicemails. The expectation is that customer outreach is handled immediately and effectively.
Respond quickly to Yelp requests.
Monitor Beeline site (customer and manufacturer) for any follow-up booking of tune or new bike and add them to Velonet ensuring no conflict with the current schedule. When appropriate proactively reach out to the customer to offer an earlier or different appointment date/time.
Monitor closely Service Bench email to ensure we have an appointment in Velonet for every booking generated from Service Bench.
Review Peloton appointments in Velonet 3x per week (5 days out) and adjust appointment time to create space for appointments to be booked online.
For customers that need follow-up appointments proactively reach out to get them on the schedule set timeline expectations for re-books and ensure them that they are not forgotten.
As needed reach out to customers to collect payment follow up on complaints and act as the initial outreach for potential escalations.

Required Qualifications

3 years of experience in a customer service role
Knowledge in Gmail Lightspeed for invoice Velonet for scheduling and Square for payments.
Excellent written and verbal communication skills with native-level English proficiency
Strong customer service orientation and ability to provide a high level of professionalism
Highly organized with great attention to detail
Comfortable working independently and proactively to support the team
Familiarity with bikes/cycling is a plus but not required - willingness to learn the industry

LOOKING FOR SOUTH AFRICAN CITIZENS WHO ARE BASED IN SOUTH AFRICA CANDIDATESPosition : Customer Experience RepresentativeWorking Schedule : 9am-5pm PSTSalary Range :$1500 - $2000/ month (the final salary will be determined by the candidates level of experience and at the discretion of the client)Jo...

LOOKING FOR SOUTH AFRICAN CITIZENS WHO ARE BASED IN SOUTH AFRICA CANDIDATES

Position : Customer Experience Representative

Working Schedule : 9am-5pm PST

Salary Range :$1500 - $2000/ month (the final salary will be determined by the candidates level of experience and at the discretion of the client)

Job Summary

Key Responsibilities

Manage all inbound customer communications via phone email and text responding promptly and professionally.
Schedule service appointments and maintain the calendar for our mobile technicians.
Provide friendly knowledgeable and solution-oriented customer service.
Support our field technicians by closing out work orders processing payments and handling other administrative tasks.
Develop strong relationships with the technicians to understand their needs and provide proactive support.
Assist with other ad-hoc administrative duties as needed.

Mechanic Support

Review each mechanics schedule each morning before they begin work to ensure all jobs are properly setup in lightspeed and any one-off requests or issues are brought to their attention.
Throughout the day work with each mechanic to ensure their service tickets are properly completed and noted accurately reflect the work done parts consumed and discounts and payments properly applied.
Debrief each mechanic throughout the day and at the end of the day to ensure any customer follow-ups notes parts or ad hoc items are properly noted/ordered so that nothing falls through the cracks.
Be available to help mechanics in the field with ad hoc requests as needed including but not limited to following up on parts orders placing orders alerting customers to delays and other items.

Customer Support

Review the inbox regularly for customer email requests and voicemails. The expectation is that customer outreach is handled immediately and effectively.
Respond quickly to Yelp requests.
Monitor Beeline site (customer and manufacturer) for any follow-up booking of tune or new bike and add them to Velonet ensuring no conflict with the current schedule. When appropriate proactively reach out to the customer to offer an earlier or different appointment date/time.
Monitor closely Service Bench email to ensure we have an appointment in Velonet for every booking generated from Service Bench.
Review Peloton appointments in Velonet 3x per week (5 days out) and adjust appointment time to create space for appointments to be booked online.
For customers that need follow-up appointments proactively reach out to get them on the schedule set timeline expectations for re-books and ensure them that they are not forgotten.
As needed reach out to customers to collect payment follow up on complaints and act as the initial outreach for potential escalations.

Required Qualifications

3 years of experience in a customer service role
Knowledge in Gmail Lightspeed for invoice Velonet for scheduling and Square for payments.
Excellent written and verbal communication skills with native-level English proficiency
Strong customer service orientation and ability to provide a high level of professionalism
Highly organized with great attention to detail
Comfortable working independently and proactively to support the team
Familiarity with bikes/cycling is a plus but not required - willingness to learn the industry