Veloklub
Customer Support Manager - Cycling San Francisco
Veloklub, San Francisco, California, United States, 94199
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.
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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.
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