Overview
Customer Service Manager Jobs in Barcelona, Catalonia, Spain at FELT Bicycles
Title: Customer Service Manager
Company: FELT Bicycles
Location: Barcelona, Catalonia, Spain
Job Title: Customer Service Manager
Company: FELT Bicycles
Department: Customer Service
Reports To: Managing Director
Location: Barcelona offices
SUMMARY
In the context of the repositioning of FELT in the high-performance drop-bar segments, the Customer Service Manager at FELT answers Customer and Technical calls and logs information to facilitate resolution through to closure, ensures that appropriate resources are utilized to provide a positive customer experience.
ESSENTIAL DUTIES AND RESPONSIBILITIES
· Monitors all incoming customer service request issues.
· Tracks dealer responses and previous actions regarding service concerns.
· Works closely with technical teams, sales department and others as needed to obtain all relevant information regarding customer service and satisfaction.
· Documents and logs all customer service and satisfaction issues.
· Completes all available product training to technically support the FELT product line as needed by the FELT dealers.
· Provides the highest level of technical, dealer and rider support via tech line.
· Evaluates warranty claims and concerns and makes sound decisions on warranty requests.
EXPERIENCE REQUIREMENTS: Generally requires a minimum of five (5) years of experience in Customer Service or Call Center.
OTHER SKILLS AND ABILITIES:
- Superior customer service and follow-through skills
- Managing skills
- Excellent verbal and written communication skills
- Strong attention to detail
- Ability to multi-task in a fast-paced, deadline driven and constantly changing environment
- Flexibility to switch gears with little notice
- Excellent organization skills
- Ability to prioritize workload, meet deadlines and understand when to escalate potential issues
· Basic math skills
· Must be internal and external customer focused
· Strong interpersonal skills with the ability to use tact and diplomacy; must be team player
· Analytical abilities
· Must be self-motivated with ability to use own initiative
CONTACTS:
Internal: Management, Parts Dept., Sales and Marketing, R&D
External: Dealers, Customers
JUDGEMENT/REASONING ABILITY: Ability to recognize discrepancies and resolve problems quickly using sound judgment, poise and diplomacy. Requires ability to use judgment and reasoning skills, and determine when issues need to be escalated.
WORK ENVIRONMENT:
· Ability to travel if needed. Travel is minimal in this position.
· Hectic, fast-paced with multi-level distractions
· Professional, yet casual office work environment
· Flexibility to adjust working hours occasionally based on business needs.
