Customer Service Agent

**Onto - Creating exciting career opportunities in Germany.**
Hello & Guten Tag
**About Onto**
Onto is Europe's largest electric car subscription service. Having grown at over 550% annually and with over 6,000 subscribers at the end of 2021 - Onto is making up approximately 5% of all new electric car sales on a monthly basis in the UK today.
For a flat monthly fee, Onto customers get the latest electric cars with insurance, servicing, breakdown cover and free public charging at over 12,000 locations across the UK. There is no deposit and only a 1-month rolling commitment. Hassle-free, emissions-free and affordable driving.
How does it work? Simple. It’s a fully digital service. Sign up and we’ll deliver your car to your door as soon as within 72 hours. You just need to unlock your car with the Onto app and enjoy your drive
We are a high-growth tech scale-up, having launched 4 years ago with significant funding from top-tier VCs, most recently raising £125 million of equity and debt in July 2021 through a Series B funding round.
Following great success in the UK, we are now planning to enter into Germany, the largest automotive market in Europe. The German office, through a full legal entity (GmbH) will be responsible for conducting all Onto’s activities in Germany working with the European HQ located in the UK.
**German expansion**
EV adoption is growing rapidly in Germany with over 355,000 fully-electric cars sold in 2021. In fact, EVs more than doubled their share of the overall car market and our flexible subscription model offers drivers in Germany a simple and hassle-free way to join the electric car revolution.
There’s no sign of the trend towards electrification slowing down any time soon. Backed by government incentives in an attempt to make it more affordable for consumers in Germany to make the switch to a more sustainable lifestyle.
We’re set to bring all our accumulated knowledge and experience, technology, and the strength of our existing partnerships to the German market. With 1-in-3 new car buyers already considering a subscription, there’s millions of potential customers and lots of room for us to blossom
This is an exciting time to work at Onto and this role is a hands-on opportunity to make a real impact on the business.
**Requirements**:
**About the role**
Are you passionate about providing amazing customer service? Do you want to be a specialist in your field? Do you want to be part of the electric car revolution and help us give amazing service to our customers? Do you want to be part of the initial team building the Onto business from the ground up in Germany Then read on
This role is all about delivering a first-class customer experience by responding to multi-channel customer requests and queries promptly and professionally. Using your daily experiences in the role, we want you to generate and suggest systematic solutions to solve repeating queries or anticipate customer future needs. You will work with other teams and build your overall knowledge of the end to end customer experience to help you deliver world-class, marketing leading customer experience to each and every Onto customer.
**About you**:
A bit about you...
- Degree Educated or ambitious school-leaver
- Experience of working in a fast-paced developing customer support environment
- Self-motivated and able to work to agreed performance targets
- First-rate problem-solving ability and works well in a fast-paced environment, embracing change and able to adapt quickly
- Customer-focused, being the voice of the customer and the evangelist of Onto
- Values & respects others, build relationships, collaborates and challenges
- Excellent German and English communication skills, both verbal and written
- Thinks ahead and generates innovative customer-first ideas
- Strong IT and technical interest with the ability to learn and suggest ideas to improve the existing and new software
- Able to work autonomously as well as being a positive team player
- You are an efficient multitasker, able to support across multiple platforms

**Nice to have**:

- 2 years experience in a high growth customer support environment
- Project management skills
- A strong interest in sustainability or subscription-based companies
- A strong interest in modern technics and EVs
- System knowledge: Nice CX1, Zendesk and Google Workspace

**What you will do**:

- Completing Registrations for all new applicants and fully understanding the registration workflow and required activities to onboarding customers
- Understanding and managing the chasing of contract renewals and the importance of this to the business
- Supporting the chasing and workflow management of the payment process for customers, including all payments, cancellations and swapping, supporting to be retained on the Onto product set
- Understanding the end to end process for all fines and miles overage charging
- Completing all delivery feedback calls/surveys, the target is to con