Senior Customer Care Specialist
vor 4 Wochen
We are seeking a highly skilled Senior Customer Care Agent to join our dynamic team at Blacklane, a leading provider of premium global chauffeur services. As a Senior Customer Care Agent, 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.
Key Responsibilities- End-to-End Handling of Emergencies: Handle emergencies and their resulting escalations, ensuring prompt and effective resolution while maintaining professionalism and duty of care at all times.
- Reimbursement Handling: Manage reimbursements, ensuring accurate and timely claims processing while addressing any resulting customer inquiries.
- Expert Handling of Major Escalations: Be the go-to specialist for major escalations, providing expert guidance to resolve complex issues, restore customer confidence, and implement corrective actions and prevent similar escalations.
- First Triage Point and Main Contact for Stakeholders in Other Departments: Establish and maintain effective communication channels with stakeholders from other departments, ensuring alignment and collaboration for seamless customer care operations.
- Coordination During Tech Outages: Take ownership during tech issues and system downtime, liaising with tech teams on Slack, leading comms with the wider team, and organizing alternatives if the system is offline.
- Overflow Handling of Regular Complaints: Assist in managing regular customer complaints during peak periods, ensuring timely and satisfactory resolutions.
- Overflow Support for Quality Snapshots: As operational experts, you will be up to date and role models on all process, procedure, and quality guidelines. This puts you in the perfect position to assess the quality of our outsourced teams.
- Coaching External/New Seniors: Provide feedback and coach external seniors on how they have handled cases in the LRO queue. Support onboarding of new seniors.
- Support the Team: Support the concierge team in real-time by answering questions, advising on complex issues, and coaching as necessary.
- Assist Onboarding: Provide feedback to, support, and coach new agents who have recently completed their induction training.
- Overflow Support for Standard Customer Queries: Assist in handling standard customer queries during busy periods, ensuring customers receive accurate information and assistance.
- Project Work: As required, i.e., AI bot support, Public Reviews, Social Media, Liaising with Platinum Desk, etc.
- You should have 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.
- Strong skills in collaborating with stakeholders from various departments to ensure effective communication, alignment, and collaboration in customer care operations.
- A willingness to work on weekends and evenings when required, with the latest shift extending until 9 pm, demonstrating your commitment to ensuring the smooth operation of our customer care processes.
- Fluent in German, with excellent communication abilities.
- Proven track record in handling escalated issues with empathy.
We are Blacklane, providers of premium global chauffeur services. Our mission is to create true peace of mind for discerning travelers by delivering perfect experiences around the world and to inspire a better future. Blacklane is offering airport transfers, City-to-City commutes, In-city mobility chauffeur hailing, and Chauffeur-by-the-hour in over 50 countries globally, either pre-booked or on-demand. Whether it's for business or pleasure, Blacklane and its 300 employees and tens of thousands of chauffeur partners have the right premium transportation service for you. By changing how people move, we opened up new opportunities for our chauffeur providers and set industry standards for climate protection in the travel industry.
We believe in ethical business practices and have a strong company culture.
- 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. All qualified applicants receive consideration for employment without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.
- 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. Utilize your time to lend hands to a cause that drives your passion.
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