Senior Customer Care Specialist
vor 2 Monaten
We are seeking a highly skilled Senior Customer Care Agent to join our team at Blacklane, a leading provider of premium global chauffeur services. As a Senior Customer Care Agent, you will play a critical role in ensuring the smooth operation of our customer care processes, handling emergencies, escalations, and complex issues with professionalism and empathy.
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 believe in ethical business practices and have a strong company culture. 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. We offer a range of benefits, including continuous learning opportunities, flexible working hours, employee stock options, fair remuneration, and a commitment to sustainability and equal opportunity.
We are committed to inclusion and diversity, and we believe that a company is only as strong as its crew. 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.
We also offer a Blacklane Cares day, where 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.
-
Dutch Customer Support Specialist
vor 3 Wochen
Berlin, Berlin, Deutschland Workstation Customer Care VollzeitWe are looking for a skilled Dutch Customer Support Specialist to join our team at Workstation Customer Care. As a key member of our customer service team, you will be responsible for providing exceptional support to our customers in the Dutch language.Your Key Responsibilities:Verify customer documents, including identity cards and driving licenses, using...
-
Dutch Customer Support Specialist
vor 3 Wochen
Berlin, Berlin, Deutschland Workstation Customer Care VollzeitWe are looking for a skilled Dutch Customer Support Specialist to join our team at Workstation Customer Care. As a key member of our customer service team, you will be responsible for providing exceptional support to our customers in the Dutch language.Your Key Responsibilities:Verify customer documents, including identity cards and driving licenses, using...
-
Senior Customer Care Specialist
vor 2 Monaten
Berlin, Berlin, Deutschland Blacklane VollzeitAbout 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,...
-
Senior Customer Care Specialist
vor 2 Monaten
Berlin, Berlin, Deutschland Blacklane VollzeitAbout 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,...
-
Werkstudent:in Technical Customer Care
vor 3 Wochen
Berlin, Berlin, Deutschland Enpal Customer Care GmbH VollzeitJob DescriptionWe are looking for a motivated and skilled Werkstudent:in to join our Technical Customer Care team at Enpal Customer Care GmbH. As a Werkstudent:in, you will be responsible for providing technical support to our customers and colleagues in the service department.ResponsibilitiesAnswer customer inquiries in a professional and timely manner via...
-
Werkstudent:in Technical Customer Care
vor 3 Wochen
Berlin, Berlin, Deutschland Enpal Customer Care GmbH VollzeitJob DescriptionWe are looking for a motivated and skilled Werkstudent:in to join our Technical Customer Care team at Enpal Customer Care GmbH. As a Werkstudent:in, you will be responsible for providing technical support to our customers and colleagues in the service department.ResponsibilitiesAnswer customer inquiries in a professional and timely manner via...
-
Senior Customer Care Specialist
vor 1 Monat
Berlin, Berlin, Deutschland Blacklane VollzeitAbout the RoleWe 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 play a critical role in ensuring the smooth operation of our customer care processes, handling emergencies, escalations, and complex issues with...
-
Senior Customer Care Specialist
vor 1 Monat
Berlin, Berlin, Deutschland Blacklane VollzeitAbout the RoleWe 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 play a critical role in ensuring the smooth operation of our customer care processes, handling emergencies, escalations, and complex issues with...
-
Senior Customer Care Specialist
vor 3 Wochen
Berlin, Berlin, Deutschland Blacklane VollzeitAbout the RoleWe 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...
-
Customer Service Representative
vor 3 Wochen
Berlin, Berlin, Deutschland Workstation Customer Care VollzeitCustomer Support Job DescriptionWe are seeking a skilled Customer Support Specialist to join our team at Workstation Customer Care. As a key member of our customer service team, you will be responsible for providing exceptional support to our customers, ensuring their e-scooter experience is seamless and enjoyable.Key Responsibilities:Verify customer...
-
Customer Service Representative
vor 3 Wochen
Berlin, Berlin, Deutschland Workstation Customer Care VollzeitCustomer Support Job DescriptionWe are seeking a skilled Customer Support Specialist to join our team at Workstation Customer Care. As a key member of our customer service team, you will be responsible for providing exceptional support to our customers, ensuring their e-scooter experience is seamless and enjoyable.Key Responsibilities:Verify customer...
-
Senior Customer Care Agent
vor 4 Wochen
Berlin, Berlin, Deutschland Blacklane VollzeitAbout the RoleAt Blacklane, we're committed to delivering exceptional customer experiences. As a Senior Customer Care Agent, you'll play a vital role in ensuring our customers receive the highest level of service. Your expertise in handling complex situations and collaborating with various stakeholders will be essential in ensuring the smooth operation of...
-
Senior Customer Care Agent
vor 4 Wochen
Berlin, Berlin, Deutschland Blacklane VollzeitAbout the RoleAt Blacklane, we're committed to delivering exceptional customer experiences. As a Senior Customer Care Agent, you'll play a vital role in ensuring our customers receive the highest level of service. Your expertise in handling complex situations and collaborating with various stakeholders will be essential in ensuring the smooth operation of...
-
Customer Service Representative
vor 2 Wochen
Berlin, Berlin, Deutschland Workstation Customer Care VollzeitCustomer Support Job DescriptionAt Workstation Customer Care, we are seeking a skilled and customer-oriented individual to join our team as a Customer Support Specialist. As a key member of our customer service team, you will play a vital role in ensuring our customers have a seamless and enjoyable experience with our e-scooter leasing service.Key...
-
Social Media Specialist
vor 4 Wochen
Berlin, Berlin, Deutschland Abramo Customer Care VollzeitJob Title: Social Media Specialist in Italian and EnglishWe are seeking a highly skilled Social Media Specialist to join our team at Abramo Customer Care. As a Social Media Specialist, you will be responsible for creating and implementing social media strategies to engage with our customers and promote our brand.Key Responsibilities:Develop and execute...
-
Social Media Specialist
vor 4 Wochen
Berlin, Berlin, Deutschland Abramo Customer Care VollzeitJob Title: Social Media Specialist in Italian and EnglishWe are seeking a highly skilled Social Media Specialist to join our team at Abramo Customer Care. As a Social Media Specialist, you will be responsible for creating and implementing social media strategies to engage with our customers and promote our brand.Key Responsibilities:Develop and execute...
-
Customer Service Representative Dutch
vor 4 Wochen
Berlin, Berlin, Deutschland Workstation Customer Care VollzeitCustomer Support Job DescriptionWe are looking for a customer-oriented individual to join our team at Workstation Customer Care as a Dutch Customer Support Specialist. As a key member of our customer service team, you will be responsible for providing exceptional support to our customers in the Dutch language.Key Responsibilities:Verify the correctness of...
-
Customer Service Representative Dutch
vor 4 Wochen
Berlin, Berlin, Deutschland Workstation Customer Care VollzeitCustomer Support Job DescriptionWe are looking for a customer-oriented individual to join our team at Workstation Customer Care as a Dutch Customer Support Specialist. As a key member of our customer service team, you will be responsible for providing exceptional support to our customers in the Dutch language.Key Responsibilities:Verify the correctness of...
-
Customer Service Representative Dutch
vor 3 Wochen
Berlin, Berlin, Deutschland Workstation Customer Care VollzeitAbout the JobWe are seeking a highly skilled and customer-oriented Dutch-speaking customer support specialist to join our team at Workstation Customer Care. As a key member of our customer service team, you will be responsible for providing exceptional support to our customers in the Dutch language.Key ResponsibilitiesVerify the correctness of documents...
-
Social Media Specialist
vor 3 Wochen
Berlin, Berlin, Deutschland Abramo Customer Care VollzeitAbout the JobWe are seeking a highly skilled Social Media Specialist to join our team at Abramo Customer Care. As a Social Media Specialist, you will be responsible for creating and implementing social media strategies to engage with our customers and promote our brand.Key ResponsibilitiesDevelop and execute social media campaigns to increase brand awareness...
