Technical Customer Service Agent ( 18Mil - 27Mil)

A foreigner or candidate who has studied abroad is preferred for this role



The role:

The technical customer service role is closely linked with general customer service but with a focus on solving technical issues with Modmo electric bicycles. You will engage with both potential and existing customers to assist in solving technical issues and also assist general customer service agents when your expertise is requested.

You will proactively find product issues and document how they are fixed, which will be shared with customers or local mechanics. You will actively engage with the R&D departments to find solutions and suggest product improvements. You will forecast warranty issues based off of close customer interactions and alert management when there are recurring issues.

An important duty will be to build an all-encompassing knowledge base of how-to repairs (both written and video).



Areas of Responsibility:

The role has three main areas of responsibility:

1. Customer Handling - Technical

2. Developing and maintaining the support framework for customer handling

3. Competitor Analysis



The three above mentioned areas include the following items but are not strictly limited to these:



* Answering customer service requests

* Conduct technical walkthroughs via video call

* Occasionally host product walkthroughs via video call

* Building technical knowledge for the CS team

* Forecasting requests

* Creating and maintaining detailed servicing manuals

* Handle product warranty framework

* Defining servicing needs

* Competitor analysis - customer experiences

* Competitor analysis - customer service

* Ad Hoc occurring tasks related to customer service