IndirizzoYour new adventure
- You improve customer satisfaction from FreewayCamper services and optimising performance of the Customer Service Team so that operational and financial KPIs are met (e.g. waiting time, backlog, cost per case, utilisation, CSAT, NPS, Google Reviews, QA etc.)
- You lead the Customer Service Team including continuously analysing performance and introducing changes if necessary; maintaining an orderly workflow according to priorities
- You take care of recruiting, mentoring and developing CS Team and nurturing an environment where they can excel through encouragement and empowerment
- You drive the development of Customer Service domain to foster efficiency, automation and improve Customer Experience. Including generating ideas, preparing business cases, managing key projects, monitoring results, further development of service procedures, policies and standards
- You take ownership of customer issues and following problems trough to resolution
- You keep ahead of industry’s development and improving key processes (such as: overbookings/rebookings, processing damages with insurer/appraisal/customers, payments, templates and automatising flows; vehicle sales, technical support)) and tools (e.g. chatbot)
- You conduct quarterly audits on-site (together with another Customer Experience Manager) of our own stations to assess Customer Experience locally, in our branches
Your background
- You have proven experience as Customer Service Manager/Customer Experience Manager or Assistant Manager – minimum 2 years
- You have completed a Bachelor's degree in Managment, Business Administration or related field
- You are experienced in providing customer service support and working with external providers based on Service Level Agreement
- You have excellent working knowledge of customer service software, databases and tools, and awareness of industry’s latest technology trends and applications
- Strong client-facing and communication skills, advanced troubleshooting and strong problem solving skills
- You don't lose track of multiple tasks and work hands-on
- You are reliable and target-orientated
- Good command of German and English, Italian is a plus
Why us?
With us, you get the entire "start-up package": We work independently and with a high degree of freedom on our topics, which brings with it rapid development opportunities and a steep learning curve. Our working hours are flexible and based on trust - results count! We maintain an open culture with flat hierarchies and fast decision-making processes. You can also look forward to the following benefits with us:
- Growth - We are only as good as the people who work for us. That's why we support your personal and professional development.
- Team - Experience our great team spirit - we work together intensively across departments and countries, regularly experience small and large team events together and benefit from our international and diverse personalities.
- Adventure - Experience the FreewayCamper feeling and use one of our campers for a few nights free of charge.
- Caring - Come on in! Your faithful four-legged friend is also welcome in our office!
- Corporate Benefits - Save money with company benefits from brands such as Adidas, LG, Bosch, Apple and many more.
About us
We are FreewayCamper, an emerging start up from Munich and we have the vision to digitalize the camping market. We offer our users the complete camping package. With us you can easily book a wide variety of campers, campsites and additional packages online. You can find our campers either at our own stations or at our franchise partners. The exciting journey started in 2019.
By now we have 100+ great people supporting us either in our headquarters in Munich, in our hubs in Warsaw and Zagreb or at our stations.
