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Senior Customer Service Agent (m/f/x)

2 weeks, 3 days ago
Germany
Full-time
Senior
Customer Support
Customer and Technical Support
Apply Now
FINN

FINN

FINN offers a flexible car subscription service that provides customers with a hassle-free experience, including home delivery and a variety of vehicle options tailored to individual needs.

Consumer Services
251-1K
Founded 2019
$935M raised
View All Jobs 15

Description

  • Handle complex and escalated customer inquiries across the full customer journey, from subscription start to vehicle return.
  • Provide customer support independently and efficiently via phone, email, and chat.
  • Own particularly challenging cases and drive them to resolution.
  • Work closely with internal teams and cross-functional stakeholders to develop customer-focused solutions.
  • Ensure consistently high service quality and strong performance on key customer service KPIs.
  • Identify process and system improvement opportunities and share structured feedback for continuous improvement.
  • Document insights from day-to-day work to support better service and support processes.
  • Support junior colleagues in daily work and actively share customer service knowledge.
  • Help onboard and train new team members in a structured way.

Requirements

  • At least 3 years of experience in customer service.
  • Experience handling complex customer concerns, escalations, and professional complaint management.
  • Strong, clear, empathetic, and solution-oriented communication skills.
  • A proactive, responsible, hands-on working style with the ability to drive topics independently.
  • Structured, data-driven approach with experience using customer service KPIs.
  • Ability to stay organized, prioritize effectively, and solve issues pragmatically in dynamic situations.
  • Very good German language skills at C2 level.
  • Good English language skills at B2 level.
  • Experience working with customer service metrics and using them to improve quality and processes.

Benefits

  • Fully remote or home office work within Germany, with Munich as the base location.
  • Temporary work from another EU country may be possible by agreement.
  • Annual learning and development budget of €1,500.
  • Discount on a FINN car subscription.
  • Virtual stock option plan (VSOP).
  • Opportunity to grow in a fast-scaling startup environment with cross-functional projects.

Interested in this position?

Apply directly on the company website

Apply Now

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