Senior Customer Service Representative in 2nd Level Support - Remote in Germany (d/m/w)

Overview

We are looking for a Senior Customer Service Representative to join our Customer Service Team and ensure a first-class customer journey. You will be the first point of contact for all inquiries, focusing on the smooth organization and coordination of vehicle handovers within our Autohero Retail Department.

In Short

• Handle and resolve complex inquiries and challenges in vehicle delivery.
• Analyze and rectify issues in close collaboration with internal departments.
• Create and maintain reports and analyses in Google Sheets.
• Document solutions and create guidelines for internal use.
• Train and support colleagues in 1st and 2nd level support.
• Conduct onboarding for new team members.
• Lead regular feedback discussions to promote team development.
• Participate in projects to introduce and optimize departmental processes.
• Escalate critical problems to internal departments.
• Several years of experience in 2nd level support, ideally in a senior position.

Requirements

• Knowledge of IT systems and processes used in the automotive industry is an advantage.
• Good knowledge of Google Sheets, including formulas and pivot tables.
• Experience in onboarding new employees and conducting feedback discussions.
• Strong problem-solving skills and customer service orientation.
• Excellent time management and multitasking abilities.
• Team player with strong communication skills.
• Proficient in German and English, both spoken and written.

Benefits

• Up to 100% remote work within Germany.
• Modern IT equipment and support.
• Attractive and performance-related salary.
• Open communication and good results are valued over dress codes.
• Individual training and coaching from the start.
• Discounts on well-known brands and benefits on our entire vehicle inventory for you and your family.