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Customer Service Manager

Full-time, Copenhagen
Monthly salary:

Competitive

Join us and join: The biggest crowd-funded project globally in 2018 One of Denmark’s fastest growing start-up The coolest ebike company with global reach We are MATE., a Copenhagen-based start-up founded by siblings Christian Adel Michael and Julie Kronstrøm Carton in 2016. We are on an entrepreneurial journey fueled by hard work, a global mission of getting more miles on bikes and a passion for doing things differently.

View more about MATE.BIKE

Keywords

customer service managementafter sales servicecustomer experiencee-commerce

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The JOB

As Customer Service manager you will report directly to the COO. You will be responsible for:

  • Managing our remote Customer Service center 
  • Co-ordinate with our Customer Success Coordinator on escalated cases
  • Co-ordinate SOME activities   
  • Manage backers Forum though co-ordination with our Expert Technical Advisor
  • Ensure proper tracking and sharing of customer service relevant information 
  • Support the establishment of and manage an online chat support for our web-shop 
  • Define customer service best practice standards and ensure implementation 
  • Take on actual customer service task together with Customer Success Coordinator
  • Help drive customer service to satisfaction of customers and Trust Pilot reviews 
  • Help set up and manage a corporate CRM system working with our IT Developer to integrate existing data and platform 
  • Manage on-line manual including uploading of new season content and customer tips 
  • Manage customer refund process 

Qualifications

We are looking for an experienced and motivated Customer Service Manager who would love to be part of a growing international business with a strong brand DNA. You will have the opportunity to help shape our global Customer Service and therefore you need to be ambitious and be able to lead change. 

  • You have previous work experience with CRM systems, standard setting, customer resolution and best practice 
  • You have a successful track record of achieving high customer service levels and satisfaction including Trust Pilot reviews 
  • You are able to manage and drive a team performance 
  • You have excellent communication skills in written English 
  • You have strong IT skills and are comfortable working in a digital eco-system
  • You are passionate about customer satisfaction and enjoy direct to customer communication 
  • You are driving, hard working and self-motivated 
  • You enjoy being part of an international team 
  • You are organized, systematic and good at following through 

Process for applying 

Please send your application and resume in English as well as 2 references latest on February 24th to 

jobs@MATE.BIKE

Job Application, Mate International IVS, Kødboderne 24, 1714 København K  

Perks & Benefits

Free coffee / tea: Get your caffeine fix for free
Located near public transit: Easy access and treehugger friendly workplace
Skill development program: We want to take you from good to great
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