Senior Customer Service Representative in 2nd Level Support (Remote in Germany)

Overview

We are looking for a Senior Customer Service Representative to join our Customer Service Team and ensure a top-notch customer journey, focusing on the smooth organization and coordination of vehicle handovers within our Autohero Retail Department.

In Short

• Handle complex inquiries and challenges in vehicle delivery.
• Analyze and resolve issues in close collaboration with internal departments.
• Create and maintain reports and evaluations in Google Sheets.
• Document solutions and create internal guidelines.
• 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 issues to internal departments.

Requirements

• Several years of experience in 2nd level support, ideally in a senior position.
• Knowledge of IT systems and processes in the automotive industry is a plus.
• Proficient in Google Sheets, including formulas and pivot tables.
• Experience in onboarding new employees and conducting feedback sessions.
• Strong problem-solving skills and high customer service orientation.
• Excellent time management and multitasking abilities.
• Team player with strong communication skills.
• Good command of German and English, both written and spoken.

Benefits

• Up to 100% remote work within Germany.
• Modern IT equipment and support.
• Attractive, market-oriented salary.
• Focus on open communication and good results.
• Personal development with individual training and coaching.
• Discounts on well-known brands and benefits on our entire vehicle inventory.