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Customer Service Executive

full-time carwow London

At carwow, we’re aiming to create the best car-buying experience in the world. Buying a car is normally the 2nd biggest financial decision people face (after buying a house), and it’s a hugely complex one. There are many issues people face throughout the process, and we aim to fix them. We’re a driven, energetic startup with a team of 200+ based in London, Munich and Madrid. We are backed by some of Europe’s leading VCs and have raised over £48m in funding since we launched, so we’re growing fast. We’re constantly asking ourselves how we can make carwow better, so if you’re curious, motivated, and want to help us change the future of car buying, get in touch. It’s the chance to be at the start of something huge.

An exciting opportunity to join carwow as a Customer Service Exec has come up. In this role you will be an important bridge between the car-buyers and carwow, solving their queries and helping to develop our business into a customer-focused go-to platform. Based in our HQ, you will be our voice in communicating with thousands of car buyers - on the phone, by email, live chat and on social media. Working as a part of the team, you will play a vital part in collecting and analysing customer feedback to help develop internal processes that will change the future of car-buying.

Responsibilities include:

  • Communicating with thousands of car buyers via email, phone, chat and social media and categorising customer queries to help us understand where the opportunities to improve our product lie.
  • Work with the Customer Service Manager to introduce new processes to improve efficiency, feedback to the business and keep pace with our growth
  • Receiving and evaluating customer feedback
  • Identifying and feeding back inefficiencies, risks and opportunities to internal stakeholders to help drive carwow’s constant innovation
  • Working closely with the wider Commercial and Product teams to develop customer-focused solutions to all sorts of problems
  • Actively engaging in learning & development and skill sharing with the wider team

You are naturally;

  • Energetic & enthusiastic
  • Proactive and positive
  • Naturally curious
  • Driven & solution oriented
  • A strong communicator
  • Highly motivated and driven to achieve goals
  • Customer focused
  • An active listener with a high level of integrity
  • Can work at pace on key focused activities
  • Trustworthy
  • And above all you love great customer service

You will need:

  • Strong communication skills with the ability to flex your communication style dependent on the audience
  • Ability to problem solve autonomously, utilising everything at your disposal to find the best solution
  • Ability to analyse and manipulate data to identify and communicate opportunities and risks
  • Strong listening & solution selling skill set
  • Effective time management & prioritisation skills
  • Ability to work at pace to achieve set KPIs and deliver key messages
  • Ability to maintain composure in pressurised situations
  • Excellent written and spoken English skills
  • The desire to work in an exciting fast-paced, highly driven environment
  • Experiences with systems such as Salesforce, Zendesk and rating platforms like Trustpilot are desirable
  • A competitive salary and equity in the company
  • 25 days holiday, plus bank holidays
  • A generous annual training budget for you to spend on your personal development
  • Free access to Sanctus mental-health coaching sessions
  • Monthly company-wide socials, Friday drinks, and an annual ski trip
  • carwow fitness and well-being groups open to everyone in the office. These include activities such as yoga lessons, squash, football, and tennis
  • A dog-friendly office in Victoria, with free refreshments and a variety of breakout spaces (let Mat Watson take you for a spin around our office here)

At carwow, we believe diversity of experience (whether that be personal or professional), contributes to a broader perspective and will lead to a more innovative company. We’re working hard to increase the diversity of our team and be more inclusive, so if you’re not sure you fit all of the requirements, why not get in touch? Above all, we’re looking for people with drive who share our company values (you can view them here).
published: July 31, 2019

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