col-wideJob Description:
THE ROLE
AsCommercial Agent - German Speaker,you will be part of the Customer Excellence team and will interact and engage with our customers. By getting this position you will be responsible for guiding the customers throughout the Indie Campers journey, assisting potential customers that are willing to spend their time on holidays in a life-changing experience, and helping them to complete reservations. You will also manage the customer enquiries about our product and services. You will do this by contacting leads and potential customers already interested in our vehicles by phone and email, in their native language. In doing so, you will contribute to the company's success by having a modern fleet for rental available and ensuring its financial performance.
WHAT WILL YOU WORK ON?
Address and provide support to customers across different channels of communication: phone support, email, live chat, and social media (written and verbal communication);
Comply with SLAs and ensure all assigned tickets are resolved well within the deadline (KPIs);
Provide the best product and service according to customer profile;
Keep records of customer interactions, process customer accounts, and file documents;
Assist with up-selling and cross-selling in order to provide the best customer experience, with a focus on completing the reservations along with the customers;
Use your analytical skills to manage reservations in our platform ensuring an accurate booking sheet with correct data;
Provide insights to management to improve customer experience and improve established processes and procedures;
Work along with other teams, ensuring clear communication and accurate workflows.
WHO ARE WE LOOKING FOR?
More than 1 year of experience in customer support roles (contact center sales preferred);
Available to work in rotative shift (Monday-Sunday from 7am until 10pm);
Fluent in English (mandatory) and German (Native level);
Familiarity with CRM systems and practices;
Comfortable answering incoming phone calls and responding to customers online;
Customer service – Strong customer service skills because this is a customer-oriented role;
Computer skills – Proficient in using reservation systems tools + managing customer data;
Problem-solving skills – Ensure reservation process runs smoothly;
Multitasking – Answering incoming phone calls + respond to online inquiries simultaneously.
THE INDIE COMMITMENT!
A dynamic position in a young, fast-growing and innovative company
Continuous training and coaching to develop your skills
Competitive package including private health insurance, Indie Benefits and book free road trips European-wide (subject to availability)
International and informal work environment located in the heart of Lisbon.
