Hybrid Customer Service Representative – 6m FTC

at Carwow.es

• Job title: Customer Service Representative – 6m FTC
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: Swift
• Location requirements: Hybrid, Porto, Portugal

About the role

• Customer Service Representative providing exceptional support and resolving inquiries for Carwow customers across various channels. Engaging with customers through phone, email, and chat to ensure a WOW experience.

Responsibilities

• Your goal will be to focus primarily on providing support to customers across our various channels. You’ll need to gain a thorough understanding of the customer journeys within Carwow and use your excellent communication skills to work efficiently to provide the best customer service, meeting both your own and the team’s KPIs.
• We work closely with various other teams to investigate and resolve issues as well as provide a smooth journey for customers. As the frontline, we’ll gather plenty of insight into the challenges customers face and use that to share feedback or suggest ideas on how we can improve the service we provide.
• Consistently deliver high-quality customer service by providing empathetic, personalised, and effective support in line with our established standards and guidelines.
• Communicate effectively with customers through phone, email, live chat, and messaging, and coordinate with internal teams to progress cases and solve problems.
• Focus on achieving swift and satisfactory customer resolutions at the first point of contact to proactively address needs and minimise the necessity for call escalations.
• Maintain accurate records of interactions with customers and contact drivers
• Efficiently manage workload/volumes, prioritising urgent requests and ensuring timely responses.
• Share knowledge and best practices within the team to enhance overall customer service quality and improve efficiency.
• Listen attentively to feedback from customers, colleagues, specialists, and managers, and actively act on it to refine processes and improve service quality.
• Share clear insights from customer feedback to help improve products or services.

Requirements

• You will have experience of working in a contact centre environment, dealing with a high volume of inbound calls, emails and chats
• You have excellent spoken and written English capabilities
• You will be an effective communicator - a natural communicator, understanding how to interact with people in different environments and approaching customer interactions with empathy, active listening and emotional intelligence.
• You are a problem solver, a quick thinker who’s ready to take initiative when striving to find the best solution. You’re adaptable and resourceful, embracing new or unknown challenges in a fast-growing scale-up environment.
• You are curious, we have an insatiable hunger to stay ahead and achieve our mission, constantly improving our business, our work and ourselves. You welcome feedback, seeing it as a valuable resource for development and progression.
• We aim to Wow users, industry partners, ourselves and each other. You go above and beyond in your work, doing whatever it takes to offer the best experience and service possible. We hold high standards for every interaction someone has with us, connecting emotionally and creating delight.

Benefits

• Hybrid working
• Competitive salary to fund that dream holiday to Bali
• Share options - when we thrive, so do you!
• Private Healthcare, for peace of mind
• Meal allowance card (8,32€ per working day)
• Monthly coaching sessions with Spill - our mental wellbeing partner
• Enhanced holiday package, plus bank holidays
• 28 days annual leave
• 1 day for your wedding
• 1 day off when you move house - because moving’s hard enough without work!
• On your third year anniversary, you get 30 days of annual leave per year
• On your tenth year anniversary, you get 35 days of annual leave per year
• Option to buy 3 extra days of holiday per year
• Work from abroad for a month (due to popular demand, this offer excludes the moon).
• Inclusive parental, partner and shared parental leave, fertility treatment and pregnancy loss policies
• The latest tech (Macbook or Surface) to power your gif-sending talents
• Up to £500/€550 home office allowance for that massage chair you’ve been talking about
• A generous learning and development budget to help you master your craft
• Regular social events:, tech lunches, coffee with the exec sessions, book clubs, social events/anything else you pester us for
• Refer a friend, get paid. Repeat for infinite money
• Lunch & learns and Carwow Classrooms with expert speakers who are here for a free lunch