Customer Experience Champion in Electric Bike After Sales

3 weeks ago

Victoriaville, Quebec, Canada Ebgo Vélos électriques Full time

About Ebgo Vélos électriques

We are a family-owned business based in Victoriaville, Quebec, dedicated to designing, manufacturing, and distributing electric bicycles under the Ebgo and Ebze brands. With over 40,000 units in circulation across the country, our mission is to develop and market attractive, affordable, and enjoyable e-bikes that promote the democratization and electrification of active mobility.

As a responsible and passionate team, we strive to contribute to the health of our planet and the well-being of its inhabitants. We are looking for a highly skilled professional to lead our after sales service team and ensure an exceptional customer experience.

Job Summary

We are seeking a Director of After Sales Service to oversee our customer service operations, working closely with our social media team to provide responsive and efficient support to our customers. The ideal candidate will have excellent communication skills, a strong background in customer service, and experience in managing teams and processes.

Key Responsibilities

  • Lead our customer service operations, handling incoming calls and emails in English and French
  • Collaborate with the social media team to ensure seamless customer service across all channels
  • Develop and implement effective processes and procedures to manage customer inquiries and complaints
  • Monitor performance indicators and conduct regular follow-ups to ensure exceptional customer satisfaction
  • Contribute to the improvement of our products and services, proposing optimizations to reduce service calls and improve product reliability
  • Support the sales and events team as needed, providing expertise and guidance on customer service matters

Requirements

The successful candidate will have:

At least 3 years of experience in a customer service leadership role or similar positionKnowledge of the cycling industry or retail and e-commerce environmentExcellent communication skills in French and English, both written and verbalMastery of the Office and Google suitesSales or management techniques (an asset)

What We Offer

  • A full-time, permanent position at our Victoriaville office
  • A competitive salary based on experience: $70,000 - $90,000 per year
  • Opportunities for professional growth and development
  • Collective RRSP to which the company contributes
  • Group insurance with employer contribution (disability, life, and paramedical care)
  • A family-friendly work environment with a focus on work-life balance

How to Apply

We are an equal opportunities employer and welcome applications from diverse candidates. If you are a motivated and experienced professional looking to join a dynamic team, please submit your application with your resume and a cover letter outlining your qualifications and experience.

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