Entrepreneurship in the territories: is it the right time?
Responsibilities
Customer Service Operations
- Manage customer service teams to deliver consistent, high-quality support across all channels (online and offline).
- Establish and enforce service standards and protocols to enhance customer satisfaction.
- Ensure alignment in customer service delivery between Dat Bike retail operations and dealership partners.
- Partner with sales, product, marketing, and operations teams to ensure a unified approach to resolving customer concerns and enhancing experiences.
- Act as a central point of contact between Dat Bike and dealerships to maintain service and experience standards.
- Handle escalated customer issues and ensure their timely and satisfactory resolution.
Customer Satisfaction & Performance Management
- Monitor, analyze, and report on customer satisfaction metrics (CSAT, NPS) to evaluate service effectiveness.
- Identify root causes of customer dissatisfaction and develop action plans to address them.
- Track performance trends and implement continuous improvement initiatives to meet satisfaction goals.
- Develop and maintain systems for logging, tracking, and resolving customer complaints.
- Customer Experience (CX) Management
- Design and optimize the end-to-end customer journey across all touchpoints, ensuring a seamless and delightful experience.
- Gather and analyze customer feedback to uncover pain points and opportunities for improvement.
- Collaborate with marketing, product, and operations teams to implement CX enhancements.
- Develop CX strategies to improve brand loyalty and advocacy.
Training & Development
- Design and deliver training programs to enhance customer service skills and product knowledge for internal teams and dealership partners.
- Evaluate training effectiveness and update materials to address emerging challenges and customer needs
