Team Lead Customer Service - Munich, Deutschland - Carfax Europe GmbH

Carfax Europe GmbH

Geprüftes Unternehmen

Munich, Deutschland

vor 2 Wochen

Geschrieben von:

Lena Wagner

beBee Recruiter

Beschreibung

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% backup 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 teambuilding 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 multitask, 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, handson and resultoriented
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 join the free CARFAX Office Lunch on our Team Tuesdays
Great team events like our famous annual Hike Day and Christmas Party

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

A Fair Used Car Market For Everyone.

Job Types:
Permanent, Full-time

Experience:

Leadership: 1 year (required)
Customer Support/Service: 4 years (required)

Work Location:
Hybrid remote in 80339 München

Expected Start Date: 01/02/2024