• Provide technical assistance via phone, email and webex to clients across the globe for eProcurement tools. • Proactively communicate issue status in a timely way to the clients and the management. • Take ownership of issues until they are successfully resolved. Ensuring the timely resolution to meet our ‘Service Level Objectives’ (SLOs). • Making outbound calls to clients if process demands. • Efficiently and concisely document support calls/email support inquiries and resolution into the company’s tracking system, practicing ITIL concepts. • Filing ‘Solutions’ and ‘Problem Reports’ - coordinating with various concerned departments to ensure the dynamic fixture of bugs and issues. • Deliver product training courses to customers and internal staff. • Develop a strong professional rapport with assigned customer accounts to help build our business relationship with them. • Perform UAT`s as required and ensure complete documentation as defined. • Assist Sales and professional services teams in terms of trainings of products and troubleshooting. • Develop training material if need be and update it on a timely basis. • Function as a core part of the team, aligning individual activities to meet the goals of the team and organization at large.

• Je bent de stem en oren van Upway: je helpt klanten op weg, beantwoordt hun vragen en zoekt samen naar de beste oplossing. • Klanten te woord staan via mail, telefoon en chat – vriendelijk en professioneel • Problemen en vragen analyseren en oplossen, eventueel samen met onze logistieke en operationele teams • Actief bijdragen aan een uitstekende klantbeleving, elk contactmoment weer • Administratieve opvolging van bestellingen en dossiers • Meedenken over verbeteringen en automatiseringen in onze interne werking • Afstemmen met leveranciers en partners om onze dienstverlening te versterken

• Handle customer inquiries efficiently • Ensure all customer inquiries and issues are resolved quickly and satisfactorily • Exceed customer expectations in every interaction • Respond promptly to customer inquiries via email, chat and occasionally by phone • Maintain a high level of responsiveness to ensure timely support for customers • Help customers choose the e‑bike that best fits their needs • Provide accurate, detailed information about available e‑bike models, features and specifications • Provide customers with regular updates on the delivery status of their e‑bike • Process warranty claims efficiently and coordinate with relevant departments to resolve issues quickly • Support customers with any post-purchase questions or concerns • Proactively identify areas for improvement in customer care and operational processes • Share feedback and suggestions to optimize workflows

• Handle inbound customer inquiries via phone in a professional and timely manner. • Provide accurate information and solutions to customers' questions, concerns, and issues. • Assist customers with product inquiries, account management, order processing, and troubleshooting. • Effectively resolve customer complaints and escalations with empathy and efficiency. • Document all customer interactions and transactions accurately in the CRM system. • Collaborate with team members and other departments to ensure seamless customer experiences. • Meet or exceed established performance metrics, including quality, productivity, and customer satisfaction targets.