Customer Service Representative (6m FTC)

Location

Porto, Portugal

Employment Type

Full time

Location Type

Hybrid

About the Position

At Carwow, we are on a mission to become the car-changing destination of choice. By combining technology, media, and deep automotive expertise, we've revolutionized how people buy, sell, advertise, and lease cars. Our journey began as a simple reviews site and has grown into one of the largest online car-changing destinations in Europe. With a significant presence in the market, we are now expanding our team to continue delivering exceptional customer experiences.

Responsibilities

• Consistently deliver high-quality customer service by providing empathetic, personalized, 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 minimize the necessity for call escalations.
• Maintain accurate records of interactions with customers and contact drivers.
• Efficiently manage workload/volumes, prioritizing 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.

Requirements

• Experience working in a contact center environment, dealing with a high volume of inbound calls, emails, and chats.
• Excellent spoken and written English capabilities.
• Effective communicator with natural interaction skills, empathy, active listening, and emotional intelligence.
• Problem solver with quick thinking, initiative, adaptability, and resourcefulness.
• Curiosity and a desire to continuously improve and achieve ambitious goals.

Nice to Have

• 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.

We Offer

• Hybrid working
• Competitive salary
• Share options
• Private Healthcare
• Meal allowance card (8,32€ per working day)
• Monthly coaching sessions with Spill - our mental wellbeing partner
• Enhanced holiday package, plus bank holidays
  • 28 days annual leave
  • 1 day for your wedding
  • 1 day off when you move house
  • On your third year anniversary, you get 30 days of annual leave per year
  • On your tenth year anniversary, you get 35 days of annual leave per year
  • Option to buy 3 extra days of holiday per year
• Work from abroad for a month (due to popular demand, this offer excludes the moon).
• Inclusive parental, partner, and shared parental leave, fertility treatment, and pregnancy loss policies
• The latest tech (Macbook or Surface)
• Up to £500/€550 home office allowance
• A generous learning and development budget
• Regular social events: tech lunches, coffee with the exec sessions, book clubs, social events/anything else you pester us for
• Refer a friend, get paid. Repeat for infinite money
• Lunch & learns and Carwow Classrooms with expert speakers

About the Company

Carwow is a dynamic and fast-growing company that values efficiency, adaptability, and a thirst for knowledge. We are committed to providing the best experience and service possible, connecting emotionally and creating delight with every interaction. Diversity and inclusion are integral parts of our culture, and we welcome applicants with alternative identities, backgrounds, and experiences.