Senior Customer Service Representative in 2nd Level Support - Remote

Overview

We are looking for a Senior Customer Service Representative to join our team and ensure an excellent customer journey. You will be the primary 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 related to vehicle delivery.
• Analyze and troubleshoot issues in collaboration with internal departments.
• Create and maintain reports and analyses in Google Sheets.
• Document solutions and create internal guides.
• 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 optimize departmental processes.
• Escalate critical issues to internal departments.

Requirements

• Several years of experience in 2nd level support, ideally in a senior role.
• Knowledge of IT systems and processes in the automotive industry is a plus.
• Strong skills in Google Sheets, including formulas and pivot tables.
• Experience in onboarding new employees and conducting feedback sessions.
• 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 competitive salary.
• Focus on open communication and performance over dress codes.
• Individual training and coaching opportunities.
• Discounts on well-known brands and our entire vehicle inventory for you and your family.