Care Agent Team Lead
Vor 7 Tagen
About the Role:
We are seeking a highly skilled and experienced Senior Customer Care Agent to join our team at Blacklane. As a Senior Customer Care Agent, you will play a critical role in ensuring the smooth operation of our customer care processes.
Key Responsibilities:
- Emergency Handling: You will be responsible for efficiently managing emergencies, escalations, and regular complaints, ensuring prompt and effective resolution while maintaining professionalism and duty of care at all times.
- Reimbursement Management: You will manage reimbursements, ensuring accurate and timely claims processing while addressing any resulting customer inquiries.
- Escalation Resolution: You will be the go-to specialist for major escalations, providing expert guidance to resolve complex issues, restore customer confidence, and implement corrective actions to prevent similar escalations.
- Stakeholder Collaboration: You will establish and maintain effective communication channels with stakeholders from other departments, ensuring alignment and collaboration for seamless customer care operations.
- Tech Outage Coordination: You will take ownership during tech issues and system downtime, liaising with tech teams, leading communications with the wider team, and organizing alternatives if the system is offline.
- Complaint Resolution: You will assist in managing regular customer complaints during peak periods, ensuring timely and satisfactory resolutions.
- Quality Assurance: You will be up to date and a role model on all process, procedure, and quality guidelines, assessing the quality of our outsourced teams.
- Coaching and Development: You will provide feedback and coach external seniors on how they have handled cases in the LRO queue, support onboarding of new seniors, and assist in coaching new agents who have recently completed their induction training.
- Team Support: You will support the concierge team in real-time by answering questions, advising on complex issues, and coaching as necessary.
- Project Work: You will assist in handling standard customer queries during busy periods, ensuring customers receive accurate information and assistance, and participate in project work as required.
About You:
We are looking for a candidate with a minimum of 1 year of experience as a Senior in customer care, with a proven track record of handling emergencies, escalations, and complex issues. You should have strong skills in collaborating with stakeholders from various departments to ensure effective communication, alignment, and collaboration in customer care operations.
Requirements:
- Fluent in German, with excellent communication abilities.
- Proven track record in handling escalated issues with empathy.
- A willingness to work on weekends and evenings when required, with the latest shift extending until 9 pm.
About Blacklane:
Blacklane is a provider of premium global chauffeur services, offering airport transfers, City-to-City commutes, In-city mobility chauffeur hailing, and Chauffeur-by-the-hour in over 50 countries globally. We believe in ethical business practices and have a strong company culture that values continuous learning, flexible working, and employee stock options.
What We Offer:
- Continuous Learning: We believe that open and actionable feedback is the essential component of continuous development. Set your personal development plan and take an active role in our internal learning communities to progress your career.
- Flexible Working: Even the most ambitious Blacklaner needs some time to unwind. Find out what works for you and your team with flexible working hours and home office days.
- Employee Stock Options Plan: We want all Blacklaners to benefit from the company's success, so every employee gets virtual stock options.
- Fair Remuneration: We've banded salary levels and matched them to the local costs of living, meaning you're always paid fairly and you know that the rest of the crew is too.
- Sustainability: We care for both people and the planet, having launched the mobility's industry-first global carbon offset scheme in 2017. Blacklane plans to deliver 35% of global rides in EVs by year-end 2024, and 50% by the end of year 2025.
- Equal Opportunity: We are committed to inclusion and diversity. A company is only as strong as its crew, so we developed a work environment that is inclusive, inspiring, and open.
- Blacklane Cares day: Every crew member receives 8 hours of paid leave per year to participate in volunteering initiatives of their choice or lead employee-driven community outreach projects.
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