Carwow.es

Customer Operations Representative – 6 months FTC

Carwow.es

full-time

Posted on:

Location Type: Hybrid

Location: Porto • Portugal

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Tech Stack

Swift

About the role

  • As a Customer Care Agent, you will be the first point of contact for our customers for providing exceptional support to our valued customers across various channels including phone, email, and chat.
  • Efficiently manage workload/volumes, prioritising urgent requests and ensuring timely responses
  • Proactively identify potential bottlenecks and proactively address them to maintain a smooth workflow
  • Strive to meet or exceed daily/weekly workload targets and response times
  • Collaborate with your manager to manage workloads effectively during peak period
  • Handle customer requests in a timely manner.
  • Demonstrate a professional and positive attitude when dealing with challenging situations.
  • Take ownership of assigned tasks, ensuring a clear understanding of process goals, timelines, and deliverables
  • Diligently monitor customer interactions, seek guidance when needed, and implement solutions to ensure customer satisfaction and keep processes on track.
  • Ensure client satisfaction throughout the process lifecycle.
  • Work effectively with team members, specialists, and other departments to ensure seamless process execution.
  • Consistently deliver high-quality customer support by adhering to established standards and guidelines.
  • Pay close attention to detail and accuracy when handling customer information.
  • Actively seek opportunities for self-improvement and professional development.
  • Listen attentively to feedback from customers, colleagues, specialists, and managers, and actively act on it to refine processes, improve service quality, and enhance personal performance.
  • Strive to minimize escalated calls by resolving customer issues at the first point of contact, proactively addressing their needs, and focusing on swift and satisfactory resolutions.
  • Maintain a high level of customer satisfaction by providing friendly, personalized and effective support.

Requirements

  • You will have experience of working in a busy phone-based environment and making a number of outbound calls and sending emails to our customers.
  • One of our company values is Proactive - we challenge ourselves to be better and are self-starters. You have a get up and go mentality and understand the search for answers to more complicated questions.
  • We are Positive, by surrounding ourselves with positive people, we work to stay upbeat when faced with a challenge
  • We aim to WOW users, industry partners, ourselves and each other. You go above and beyond in your work, doing whatever it takes to offer the best experience and service possible.
  • You have excellent spoken and written English
Benefits
  • Hybrid working (3 days per week in our Porto office)
  • Competitive salary to fund that dream holiday to Bali
  • Share options - when we thrive, so do you!
  • Private Healthcare, for peace of mind
  • Meal Allowance (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 - because moving is hard enough without work!
  • For your third year anniversary, get 30 days of annual leave per year
  • For your tenth year anniversary, get 35 days of annual leave per year
  • Option to buy 3 extra days of holiday per year
  • Work from abroad for a month
  • Inclusive parental, partner and shared parental leave, fertility treatment and pregnancy loss policies
  • The latest tech (Macbook or Surface) to power your gif-sending talents
  • Up to £500/€550 home office allowance for that massage chair you’ve been talking about
  • Generous learning and development budget to help you master your craft
  • Regular social events: tech lunches, coffee with the exec sessions, lunch 8 learns, book clubs, social events/anything else you pester us for
  • Refer a friend, get paid. Repeat for infinite money

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer supportphone communicationemail communicationchat supportworkload managementproblem-solvingprocess improvementcustomer interaction monitoringescalation managementtimely response
Soft skills
proactivepositive attitudeownershipattention to detailteam collaborationself-improvementactive listeningcustomer satisfaction focusadaptabilityservice quality enhancement