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About the job

Title: Online Service Manager

Reports to: Head of After-Sales Europe

Location: Amsterdam, the Netherlands

Company Description

Segway-Ninebot is a global pioneer in high-tech electric mobility, dedicated to revolutionizing how people move. Our mission is to simplify the movement of people and goods, making life more convenient and captivating. Beyond leading innovation in micro-mobility, we are deeply engaged in service robotics and intelligent short-term transportation. With the headquarters stationed in Beijing, China, we focus on research, development, design, and distribution of cutting-edge short-distance transportation solutions. Segway-Ninebot Europe operates with branches in The Netherlands, Spain, France, and Germany.

General Description

The Online Service Manager is responsible for overseeing the operation and performance of third-party call centres across multiple European countries. This includes managing day-to-day operations, ensuring excellent customer service, handling VOC management, and optimizing processes based on customer feedback. As an Online Service Manager, you are part of the After-Sales team of Segway-Ninebot and you will report to the Head of After-Sales Europe.

Key Responsibilities

• Team Leadership & Management

Lead, coach, and manage a team of after-sales hotline agents to deliver exceptional customer service service

Develop and monitor team performance metrics, ensuring efficiency, quality, and customer satisfaction targets are met

• Foster a collaborative, customer-first culture within the team

Operational Oversight

Oversee daily operations of the after-sales hotline to ensure smooth workflows and timely resolution of customer inquiries and complaints

Analyse call centre data to identify trends, improve processes, and implement corrective actions where needed

Monitoring workforce scheduling and resource allocation to optimize service availability

• Training & Development

Conduct regular training sessions to ensure the team is up to date with product knowledge, troubleshooting techniques, and customer service best practices

Provide ongoing coaching and professional development opportunities to team members

• Customer Experience

Work closely with internal departments (e.g., technical support, logistics, and sales) to ensure efficient handling of escalations and service issues

Monitor customer feedback to identify areas for improvement and propose actionable solutions

• Reporting & Analysis

Generate regular performance reports for management, highlighting achievements, challenges, and recommendations for improvement

Stay informed about industry trends and customer service innovations to keep our processes and strategies competitive

Qualifications and Skills

• Bachelor’s degree in business administration, customer service or related field required. Equivalent work experience may be considered
• More than 3 years working experience in managing a customer service or after-sales support team (Ideally within the Consumer Electronics industry)
• Experience working with a call centre software, CRM systems and performance metrics (e.g., KPIs, SLAs)
• COPC VMO certification is a strong advantage
• Fluent in English verbal and written plus at least one additional major European language
• Advanced use of Microsoft Office
• Customer-focused mindset with a passion for delivering exceptional service
• Strong organizational skills with the ability to manage multiple tasks and projects simultaneously
• Excellent knowledge of customer service principles and practices
• Detail oriented with strong aptitude for problem solving
• Proactive and results-driven
• Adaptable to changing business needs
• Team player
• Hands-on mentality