Customer Care - Bike Expert (Freelance)

Customer Care - Bike Expert (Freelance)

Upway is the first global platform for certified pre-owned e-bikes, which has grown from 0 to 5 countries in the first 18 months and is on an expansion journey to make e-mobility accessible to all while doing good for the planet. We hire based on hiring and suitability. We are hiring a support specialist responsible for guiding customers through the purchase process and ensuring Upway is an unforgettable service experience that extends to great after-sales quality. The support specialist will also help in negotiations for purchasing bikes. A specialist is a true problem solver that Upway can trust its customers to.

Responsibilities

Efficiently Handle Customer Inquiries:

• Ensure all customer inquiries and problems are resolved quickly and satisfactorily.
• Exceed customer expectations in every interaction.

Quick Response Across Various Channels:

• Respond promptly to customer inquiries via email, chat, and occasionally by phone.
• Maintain a high level of responsiveness to ensure timely support for customers.

Assist in Selecting the Perfect E-Bike:

• Help customers choose the best e-bike for them based on their needs, preferences, and budget.
• Provide accurate and detailed information on available e-bike models, features, and specifications.

After-Sales Service:

• Provide regular updates to customers on the status of their e-bike delivery.
• Handle warranty cases efficiently and coordinate with relevant departments to resolve issues quickly.
• Support customers with any post-purchase inquiries or concerns, ensuring a smooth after-sales experience.
• Address any problems or discrepancies after delivery, such as missing parts or damages, and coordinate appropriate solutions.

Improvement of Support and Operational Processes:

• Proactively identify areas for improvement in customer support and operational processes.
• Work with the team to develop and implement innovative solutions to enhance the customer experience.
• Share feedback and suggestions to optimize workflows, improve communication channels, and enhance customer service procedures. Your opinion matters.
• Contribute to the development of training materials and resources to improve the skills and knowledge of the customer service team.

Qualifications

• An optimistic attitude that loves dealing with customers
• Self-reliance and the ability to work in a fast-paced environment
• Excellent written and verbal communication skills
• Fluent in German and English, both spoken and written

Benefits for You

• You are literally laying the foundation for a rapidly growing, international company that makes e-mobility accessible to everyone.
• You will work with very experienced colleagues who are true rockstars in their field.
• A lot of flexibility and autonomy in your job.
• Opportunities to grow within the company.

About Upway

At Upway, we are making electric mobility accessible to everyone. We are looking for high intelligence, high energy, and high integrity people to join us on an exciting journey and reshape mobility with us. Our mission is to make e-bikes the norm, redefining how the world moves. As the global leading platform for certified pre-owned and refurbished e-bikes, we proudly serve customers across nine countries, including France, Germany, and the US. We are an international company and operate from Paris, Antwerp, Berlin, Dusseldorf, Los Angeles, Amsterdam, and New York. In just three years, we achieved fast-paced growth, ambitious expansion, and secured $120M+ from leading investors, including Sequoia, Exor Seed, Korelya Capital & GFC. Apply Now

Our Hiring Process

Stage 4: Interview Stage

Stage 5: Offer Stage

Stage 6: Hired

Stage 1: Applied

Stage 2: Review

Stage 3: Introduction Call

Find out more

Not quite right? Register your interest to be notified of any roles that come along that meet your criteria.

Register Your Interest