Technical Customer Service Representative 2
$41,981–$57,724 year
On-siteCa, Provinsi Jawa Tengah, Republic of Indonesia
Job Summary
Resolve customer requests via phone, email, mail, and social media by handling service interactions to maintain loyalty and grow the customer base. Communicate tuning requirements to derive optimum riding experiences and recommend product replacements by analyzing customer needs. Provide service estimates and upgrade opportunities before work begins, creating sales orders and return authorizations in ERP systems. Evaluate products to provide detailed repair information to Service Technicians and work with Engineering to influence product development. Mentor new employees, pass product tests, and follow departmental policies while solving technical issues involving mountain bike suspension.
Required Qualifications
- High school diploma or equivalent
- 2+ years of experience working as a technical customer service representative
- Experience in the bicycle industry
- Experience in other applicable mechanical industries
- Proficient with computer applications and all technical equipment used in the Service Center
- Ability to work in the field to support outdoor events
- Ability to determine whether a component is covered under Warranty
- Problem solver
- Ability to become skilled using specialty tools properly
- Ability to explain mechanical issues in detail
- Ability to access engineering documentation and review technical drawings/tips needed to perform more complex product services
- Ability to work in a fast-paced environment
- Ability to meet productivity goals
- Proven excellence in customer service
- Ability to develop, maintain and nurture client relationships
- Strong technical knowledge of mountain bike suspension and components
- Moderate computer skills – able to create spreadsheets with formulas, navigate databases looking for technical information and working within specific programs
- Lift up to 50 lbs. frequently
- Vision abilities required to validate and enter data on computer
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