Account Support Representative ensuring high quality customer service by resolving product issues. Processing orders and maintaining effective communication with customers, sales reps, and management.
About the role
- Customer Service Specialist at OPENLANE supporting both Buyer and Seller sides with a positive customer experience. Engaging with clients and managing interactions via various platforms in a hybrid environment.
Responsibilities
- Act as the central point of contact for our customers, managing communication across email, chat, and phone
- Work fully in Salesforce to track, manage, and resolve customer interactions according to internal workflows
- Support Buyers throughout the entire journey — from registration to after-sales — ensuring a smooth and professional experience
- Support local Sellers in their daily operations following up the auction results to increase the conversion rate while keeping a smooth after sales process.
- Collaborate with internal Centers of Excellence (CoEs) to resolve issues and follow up on complex cases
- Build and maintain strong relationships with customers to increase satisfaction and retention
- Monitor ongoing requests, identify recurring problems, and suggest improvements to enhance service quality
- Contribute to process optimization and customer experience initiatives within the team
Requirements
- You are fluent in **German** and **English**, both spoken and written. This is essential for supporting our diverse customer base. A third EU language spoken is a plus.
- You’re confident using a PC, proficient in MS Office. Experience with CRM systems (Salesforce or other) is a plus.
- You enjoy engaging with customers and bringing a positive, solution-oriented attitude to every interaction.
- You understand the importance of customer satisfaction and know how to spot opportunities to grow relationships.
- You remain calm and focused under pressure and are motivated by achieving results.
- You thrive in a collaborative, international environment and enjoy working with colleagues from across Europe.
- You have some experience in customer service or a call center role, or you’re a highly motivated recent graduate ready to grow in a customer-facing role.
Benefits
- Yearly bonus plan.
- Competitive salary.
- Opportunity to work in a highly dynamic, international, and innovative environment.
- Hybrid working and flexible hours.
- Comprehensive benefits package depending on the country of employment.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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