Customer Care Team Leader

Spotawheel

București
Permanent
Full-time

Acum 22 de zile
Aplică ușor

We are changing the way people buy cars, fixing the largely broken used cars sector.Spotawheel, an Endeavor company, is a trusted high-tech used cars B2C platform that redesigned the whole buy-sell process from scratch, ensuring value, transparency and customer satisfaction at the highest levels throughout.Launched in 2015, we are currently incorporated in 3 countries, growing aggressively towards our mission of disrupting the €500 billion European market.Unlike traditional used car dealers, we rely on advanced proprietary technology to be much more efficient and effective in the way we work, being able to sustain top vehicle quality and customer experience at large scale.Our people at Spotawheel are our driving force, trusting them to meet and exceed our customers’ expectations. We invest in our people first and foremost, so that to create a culture of excellence, recognition and ethics that is above all fun to be a part of.We are currently looking for a Customer Care Team Leader to join our Team based in Bucharest.The Customer Care Team Lead will be responsible for overseeing the daily operations of our customer care team, ensuring that customer inquiries, requests, and issues are handled promptly and efficiently. The ideal candidate will have a strong background in customer service, excellent leadership skills, and ideally a good understanding of the automotive industry. This role requires a proactive approach to problem-solving and a commitment to enhancing the overall customer experience.Responsibilities:

Oversee the handling of customer inquiries, complaints, and requests through various channels (phone, email, chat, and in-person).
Ensure timely and accurate resolution of customer issues, maintaining a high level of customer satisfaction.
Develop and implement customer service policies, procedures, and standards to improve the overall customer experience.
Act as the primary escalation point for complex or unresolved customer issues, working to find satisfactory solutions.
Analyze customer feedback and complaints to identify recurring issues and implement corrective actions.
Collaborate with other departments (sales, finance, operations) to resolve customer concerns and improve service delivery.
Generate and analyze customer service reports to identify trends, measure performance, and make data-driven decisions.
Provide regular updates to senior management on customer care activities, achievements, and areas for improvement.
Build and maintain strong relationships with customers, ensuring a positive and consistent experience throughout their journey with the company.
Implement strategies to retain and engage customers, fostering loyalty and repeat business.

Requirements

3+ years of experience in a Customer Service role, within the automotive industry.
College degree in automotive or a related field
Proven experience as people team-leader/ manager
Knowledge of automotive industry service and repair practices
Excellent communication, interpersonal, and leadership skills.
Strong problem-solving abilities and a customer-focused mindset.
Proficiency in CRM software and other customer service tools.
Ability to work in a fast-paced environment and manage multiple priorities.
Very good command of the English language

BenefitsBeneficii:

Competitive compensation
Daily exposure on top-notch technologies, practices and methodologies
Professional development plan & specialization in a high-demand market
Unlimited support to achieve your personal aspirations
Values based, fun and fast-paced environment

Spotawheel