Customer Service Manager

About us

Dat Bike is a technology startup whose mission is to drive mass adoption of green transportation. We make the most compelling and dependable electric bikes so that customers can just switch without making any compromises. To do this, we welcome the brightest people to join our journey.

Dat Bike team consists of young, ambitious people who are result driven. We want to grow Dat Bike to become a giant in the world. Join us if you want to make something great!

About the job

Customer service is crucial to Dat Bike’s success because it is the interface to knowing what our customers want. We can only build the right products from listening to our customers. You will lead the customer service team to provide the best experience that our customers deserve and collect data to guide product development at Dat Bike.

Responsibilities

Manage after-sales services (bike servicing/support, support queries, upselling).

Strategize and monitor daily activities of customer service operations.

Investigate customers' problems and find solutions, ensuring that customer feedbacks are heard and acted upon.

Develop and implement service policies, and communicate these to staff and customers.

Manage and reconcile CRM databases, and identify issues on data and statistics.

Communicate with other departments to resolve problems and expedite work.

Ensure team Key Performance Indicators as required.

Plan, prepare, and devise work schedules according to workloads.

Assist in hiring, training, and coaching of customer service associates.

Review and evaluate performance of team members.

Requirements

Bias for action; self-starter approach to challenging the status quo.

At least 2 years of experience in customer service, preferred experience in a supervisory role.

Proficient knowledge of customer service, and standard office practices, processes and procedures.

Experience in working with CRM and omni-channel systems (Salesforce, Jira, Zendesk).

Critical thinking and good problem solving skills.

Detail-oriented.

Outstanding communication and negotiation abilities.

Outstanding organizational and leadership skills.

A results-oriented approach.

Ability to work autonomously, without formal requirements documentation, in a fast-paced environment; ability to manage changing priorities.

Ability using English in working environment.

Hi-tech industry experience is a plus.

Location

Dat Bike Factory, Tan Binh Industrial Zone, Tay Thanh, Tan Phu District, Ho Chi Minh City

Benefits

Cash + meaningful equity compensation (ESOP)

Short-term programs to develop skills and knowledge

3 meals a day

Free soda, drink as much as you want

Social security + insurance

50% discount price to buy a Dat Bike

To apply

Please send your resume to jobs@dat.bike.

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