Customer Experience Specialist focusing on order management and logistics tasks for DSM - Firmenich in Brazil. Collaborating with customers and internal teams to ensure service excellence.
About the role
- Customer Experience Specialist at Apollo, providing support and solutions for riders in Montreal. Involves diagnosing technical issues and building relationships with customers.
Responsibilities
- Respond promptly and professionally to customer inquiries via email, live chat, and phone.
- Diagnose and resolve technical issues related to electric scooters, batteries, controllers, displays, and connectivity.
- Guide customers through troubleshooting, maintenance, and safe usage.
- Handle questions related to orders, shipping, warranties, and claims with empathy and clarity.
- Develop in-depth knowledge of all Apollo scooter models, accessories, and upgrades.
- Apply technical knowledge of electric mobility systems (e-motors, batteries, BMS, controllers).
- Stay up to date on product updates, firmware changes, and internal processes.
- Build long-term customer relationships through active listening and personalized solutions.
- Recommend accessories and upgrades that enhance the rider experience.
- Collaborate closely with the CX team to meet service KPIs (response time, first-contact resolution, CSAT).
Requirements
- 1+ year in a customer-facing role, ideally in a multi-channel support environment (chat, email, phone).
- Background or hands-on experience in e-mobility, electric vehicles, scooters, bikes, or similar technical products (Strong Plus).
- Clear, professional written and verbal communication with the ability to explain technical concepts simply.
- Calm under pressure, solution-oriented, and genuinely motivated to help customers.
- Passion for micro-mobility, electric vehicles, or technology-driven products.
- Familiarity with Gorgias or Zendesk, and tools like Google Workspace or Airtable.
- Available to work during the weekend.
Benefits
- Hybrid Work Model: A mix of mandatory in-office days and remote work days.
- Vacation Policy: 2 weeks of paid vacation + 1 additional week off during the Christmas holidays.
- Competitive Salary.
- Personal Apollo E-Scooter.
- Growth Opportunities: Rapidly growing company with room to evolve.
- Office Perks: Dog-friendly office, coffee, snacks, and regular team activities.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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