Customer Service Manager

Leon Cycle is an e-bike business that was established in Germany in 2014 and has since developed business operations in over 10 countries across Europe, North America and APAC. Leon Cycle offers a range of e-bike models from mountain bikes, folding e-bikes, trekking e-bikes and step thru e-bikes. Our range of products are sold via both our own online website as well as E-Commerce platforms and via our dealers and our own retail stores worldwide.

With strong growth and expansions in place, we are now seeking sales professionals to join us as Customer Service Manager for Europe and North America. The role will include but not limited to:

Build, manage and lead a team of customer services to handle all after-sales support customer enquiries

Write, set up and create SOPs for after-sales customer support and service excellence

Daily tracking of customer service inquiries handling, providing mentoring and training to staff as needed

Business partner with technician team, logistics and warehouse, retail sales manager and BD Manager to ensure any escalations are resolved in a timely manner

Work to improve customer satisfaction ratings on E-Commerce, Facebook, Twitter, Instagram, Website, Shop front and B2B dealers to target 5 star ratings across all channels

Provide efficient and reliable after-sales service support, work with technicians to ensure any returns are tend to in a speedy and efficient manner whilst providing frequent update to our customers on timelines for pick up and delivery.

The ideal candidate should exhibit:10 years or more of customer service experience in a retail and online business with a product that comes with after-sales customer support (electronics, white goods, electrical, auto, motorbikes)
Experience in a call center support role highly regarded

Experience in training and mentoring customer support team in call etiquette and phone handling skills, including also responding to online inquiries and emails

Experience in tracking customer satisfaction and doing evaluation on teams for customer support excellence

Experience working with various department heads to follow up on various customer support issues from delivery / logistics, faulty parts, invoicing and sales inquiries.