Key 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:

• High school diploma or equivalent; associate’s or bachelor’s degree preferred.
• Prior experience in customer service or technical support, preferably in consumer electronics, bikes, or mobility products.
• Basic technical knowledge of ebikes or a willingness to learn (batteries, motors, controllers, etc.).
• Excellent written and verbal communication skills.
• Proficiency with CRM software, ticketing tools, and Microsoft Office or Google Workspace.
• Strong problem-solving and multitasking abilities.
• Passion for bikes, sustainability, or micro mobility is a plus