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 +27 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 Team Lead for our Customer Service Team, who will be responsible for supervising and 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.
Your tasks
- Motivate, coach, train and lead a team of international customer service specialists
- Guarantee continuous improvement of the modes of operations to make customer service easier 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 documentation 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 customers’ satisfaction
- Create processes to monitor and measure quantitative but also qualitative KPIs assigned to the team
- Resolve escalated customer issues and be hands on also solving customers’ requests whenever needed to support the team
- Reduce customer cases by 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 customers’ insights to better understand their needs and monitor their satisfaction (NPS, CSAT, CES)
Your profile
- 5+ years experience working in Customer Support or a similar role
- 2+ years experience in a leadership position
- Highly effective team management skills, best in a Customer Service lead role
- Leadership and team-building skills to motivate and inspire the team towards the achievement of service excellence
- Great interpersonal and communication skills to support the customer team in an agile, fast paced, dynamic environment
- Ability to multi-task, prioritize, and manage time effectively
- Team player, but also the ability to work independently
- Excellent skills in communicating and relating with both staff members and customers
- Strong analytical ability and attention to detail as well as strong research skills
- Proactive, hands-on and result-oriented
- Excellent English language skills - additional languages such as Swedish, Dutch, Polish, Spanish, German are a plus
- Knowledge of systems such as Salesforce Lightning and Atlassian (JIRA; Confluence) are a plus
Why us?
- Work with a purpose and help creating a fair used car market for everyone
- A very pleasant atmosphere in an international team (27 nationalities) - we work together, we win together, no jerks allowed!
- We stand for diversity and inclusion in all its dimensions, we see it as a strength for our teams
- While having a beautiful office in the center of Munich, we offer flexible working options usually in a hybrid setting
- Great team events like our famous hike day in summer
Our benefits will promote your…
- Financials: Fully company-funded pension plan, life- and occupational disability insurance
- Health: Financial support for sports and wellness activities | Free counselling at life and wellbeing challenges
- Work-life Balance: Flexible and family-friendly working hours with additional days off for special occasions and volunteering | The possibility to work from abroad up to 2 months a year
… and many more!
How to apply
Are you ready to disrupt the way Europeans buy and sell used cars? If so, take a detour from the daily grind and apply today on our career page:
https://carfax-europe-gmbh.jobs.personio.de/job/1325803?language=en&display=en#apply
A Fair Used Car Market For Everyone.
Job Types: Full-time, Permanent
Experience:
- Leadership: 1 year (Required)
- Customer Support/Service: 4 y