Senior Customer Service Manager
CARFAX Europe GmbH provides trusted information that helps millions of people to shop, buy, own and sell used cars with more confidence. Our flagship service is our Vehicle History Report, a curriculum vitae for used vehicles to solve the asymmetric information problem in the used car market. Our customers get access to an extensive multinational database consisting of +30 billion historical records related to over 1 billion cars in +20 countries across Europe and North America.
Today, we are a team of 100+ people in six European countries – while retaining a start-up feeling including flat hierarchies and flexible decision-making processes. We are looking for a Senior Customer Service Manager, who will be responsible for supporting the team, optimizing the existing processes, and exploring new channels to interact with our customers. This role reports to our Head of Customer Service & Inside Sales; after appropriate onboarding and positive development in this role, you will have the opportunity to progress to a Team-Lead.
Motivate and support a team of international customer service agents, with a concrete potential of developing into a Team Lead role in the near future.
Guarantee continuous improvement of the modes of operation to optimize customer service for both team members and customers
Establish a full operational team (100% back-up possible) to guarantee continuity and no service disruption towards customers
Keep track of all processes and documentations used by the team
Create intervention and improvement plans for team members and the tool they use (for example, rework and improve standard templates to match the new Brand tone of voice)
Give constant direction to the team members to ensure that all customer inquiries are handled on time and in the best way possible to maximize customer satisfaction
Create processes to monitor and measure both quantitative and qualitative KPIs assigned to the team
Resolve escalated customer issues and be hands on solving customer requests whenever needed to support the team
Reduce customer cases by rolling out and constantly maintaining the Customer Service Portal
Create proper dashboards/ reporting to transfer the voice of the customers into central functions within the company
Be responsible for collecting the customers insights to better understand their needs and monitor their satisfaction (NPS, CSAT, CES)
Fluent in English – one of these additional languages such as Dutch, Swedish, Polish, German, Spanish is also required
Previous experience in a Customer Service role required
Great interpersonal and communication skills to support the customer team in an agile, fast paced, dynamic environment
Ability to prioritize, and manage time effectively
Team player, but also possess the ability to work independently
Excellent communication skills and understanding of both staff member's and customer's needs
What we offer
Work with a purpose and the chance to help shaping the future of our digital channels
A very pleasant working atmosphere in an international team (21 nationalities), where we take the term "work hard, play harder" to the next level. No jerks allowed!
Flexible working hours in a beautiful office with rooftop terrace in Munich
Flexible home office options
Fully company-funded pension plan, super competitive benefits, and great team events