Carwow Customer Service Representative at Carwow providing multi-channel support to customers and dealers. Focuses on delivering empathetic, personalized service and resolving issues efficiently.
Responsibilities
Consistently deliver high-quality customer service by providing empathetic, personalised, and effective support in line with our established standards and guidelines.
Communicate effectively with customers through phone, email, live chat, and messaging, and coordinate with internal teams to progress cases and solve problems.
Focus on achieving swift and satisfactory customer resolutions at the first point of contact to proactively address needs and minimise the necessity for call escalations.
Maintain accurate records of interactions with customers and contact drivers
Efficiently manage workload/volumes, prioritising urgent requests and ensuring timely responses.
Share knowledge and best practices within the team to enhance overall customer service quality and improve efficiency.
Listen attentively to feedback from customers, colleagues, specialists, and managers, and actively act on it to refine processes and improve service quality.
Share clear insights from customer feedback to help improve products or services.
KEY REQUIREMENTS
Carwow operates 7 days a week, so you may be required to work Mon-Sun, including public holidays. Currently, our operating hours as a team are 9 am - 6 pm, Mon-Sat, but this may change in the future. Our shift rotation means you should expect to work up to 1 in 2 Saturdays (up to 26-27 Saturdays per year).
You are a problem solver, a quick thinker who’s ready to take initiative when striving to find the best solution. You’re adaptable and resourceful, embracing new or unknown challenges in a fast-growing scale-up environment.
You are curious, we have an insatiable hunger to stay ahead and achieve our mission, constantly improving our business, our work and ourselves. You welcome feedback, seeing it as a valuable resource for development and progression.
Qualification
Fluency with written and verbal SpanishWHY THIS MIGHT NOT BE FOR YOUCarwow moves fastINTERVIEW PROCESSStep two
Preferred
Fluency with written and verbal Spanish
Experience working as the intermediary between two external parties, in our case, Customers and Dealers
Experience juggling multiple communication channels simultaneously - for example, multitasking an email queue alongside phone calls
WHY THIS MIGHT NOT BE FOR YOU
Carwow moves fast; we set ambitious goals and are always challenging ourselves to improve. We deliver on our promises, and we care deeply about customer experience. We’re a scaleup, so naturally, we’re constantly unblocking obstacles and managing moving goalposts. Therefore, we value efficiency, adaptability and a thirst for knowledge in our Customer Service team. This all works for us because we find it allows us to operate at our limit while continuously developing, but this can also be uncomfortable for some people, so we’d rather flag it up front.
