MI
Mercari, Inc.Senior CRM Specialist
Senior CRM Specialist managing CRM initiatives for Mercari's product offerings including Merpay and Mercoin. Leading strategy and project execution for optimizing customer experiences.
About the role
- Support customers with all after-sales needs, including maintenance, breakdowns, and accident-related processes, ensuring timely and accurate information at every stage.
- Guide customers through required documentation, contracts, insurance forms, and procedural steps, ensuring complete and correct collection of all materials.
- Coordinate with workshops, service centers, and insurance partners to ensure smooth service and repair processes and adherence to expected timelines.
- Monitor repair and maintenance progress, identify potential delays, and collaborate with service providers to resolve issues promptly.
- Manage disputes related to charges or technical matters by conducting objective investigations and providing clear, well-documented resolutions.
- Maintain organized and detailed records for all after-sales cases, ensuring transparency and complete traceability.
- Collaborate with internal teams (Operations, Technical, Logistics, Finance) to improve processes and deliver consistently high-quality customer support.
- Deliver exceptional customer service, fostering long-term relationships and enhancing overall customer satisfaction.
Requirements
- Possess excellent communication skills and the ability to handle demanding situations with calmness and professionalism.
- Bring 3–5 years of experience in Customer Success, After Sales, Fleet Management, Insurance Claims, or other client-facing roles.
- Have a solid technical understanding of vehicles (mechanical systems, common failures, EV/hybrid basics) to effectively communicate with workshops and customers — without performing any technical or repair work themselves.
- Are comfortable using fleet management tools, managing work orders, and interpreting basic data related to vehicle maintenance and usage.
- Are highly organized, detail-oriented, and able to manage multiple open cases at once.
- Collaborate effectively across different departments and external partners.
- Are fluent in both Greek and English, in writing and speech.
- Are results-driven team players who can quickly adapt their priorities to meet daily business needs.
Benefits
- The opportunity to work with the best in the business, each excelling in their respective fields.
- A supportive, entrepreneur environment where creativity flourishes, and new ideas are welcome.
- Competitive compensation and benefits package, including premium private health & life insurance program.
- A welcoming, cozy office
- Additional perks such as:
- Big discounts (25% and over) on various health, exercise, and nutrition services.
- A birthday gift card to celebrate your special day.
- Opportunities for career growth and advancement, with a commitment to hiring from within.
- 10 free days of a car of your choice to experience the convenience of instacar firsthand.
- Exclusive cost rates for instacar leasing, because why drive anything else?
- Access to top-notch technology and the chance to attend PAO BC basketball games.
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