Customer and Technical Service Specialist | German Spe…

Technical Support  o Acting as the primary contact for retail partners regarding technical questions, troubleshooting, and product-related issues  o Providing accurate and timely solutions while escalating complex cases to internal teams when necessary  o Maintaining strong product knowledge, including technical specifications, functionality, and installation best practices •

Warranty Handling  o Processing warranty claims in line with company guidelines  o Ensuring all required documentation is complete and accurately recorded  o Collaborating with internal teams to ensure timely resolution of claims  o Identifying recurring issues and sharing insights with Customer Success and Quality teams •

Retail Relationship Management  o Building and maintaining strong relationships with retail partners through consistent and reliable support  o Providing regular updates on technical and warranty matters  o Collaborating with Sales and Customer Success teams to gather feedback and insights 

• Knowledge & Process Improvement  o Contributing to internal knowledge bases by documenting recurring issues and solutions  o Supporting continuous improvement of internal processes and service efficiency  o Providing input to improve technical documentation and product manuals •

Performance & KPI Management  o Working within defined KPIs such as response times, first-time resolution, and customer satisfaction  o Monitoring service metrics and identifying improvement opportunities  o Reporting performance updates to leadership and participating in team reviews 

• Cross-functional Collaboration  o Supporting other departments with technical and warranty expertise when needed  o Contributing to broader company initiatives through flexible, cross-team collaboration 

Requirements

• Strong technical understanding of troubleshooting, assembly, or installation processes 
• Excellent communication skills in

  GERMAN both written and verbal formats, with the ability to explain technical concepts clearly 

• Experience in customer service, technical support, or warranty services (preferably in a retail support environment) 
• Strong ability to build relationships with retail partners and provide high-quality service experiences 
• Analytical mindset with the ability to identify recurring issues and suggest process improvements 
• Proactive problem-solving skills and ability to manage multiple priorities in a fast-paced environment 
• Bachelor’s degree or equivalent professional experience 
• Experience working with CRM systems and service software tools 
• Strong organisational skills and attention to detail in handling warranty cases and documentation 

Benefits

• The role is based in Amsterdam and requires German language proficiency.
• The annual gross salary range is €38,000–€48,000 (excluding 8% holiday allowance), depending on experience. In addition, the role is eligible for an annual bonus of up to 15% (excluding holiday allowance), based on both company and individual performance.
• The initial contract is a 7-month fixed-term agreement, with the intention to transition into a permanent contract.
• Candidates ideally have technical bike industry knowledge or experience within the cycling sector.

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