German Speaking Customer Service Representative

Camplify Holdings Limited (CHL): is a global adventure travel technology company. Formed in 2021 we have three travel brands: Camplify, PaulCamper and MyWay.

Camplify: was founded in Newcastle, Australia, in 2015, and is a peer-to-peer van-sharing platform operating across Australia, New Zealand, the UK and Spain. It has been identified as one of Australia’s fastest-growing companies, placing #9 in the AFR’s Fast 100 (2022) and #4 in AFR’s Most Innovative Companies (2022).

PaulCamper: another peer-to-peer van-sharing platform, was founded in Germany in 2013 and has since expanded to Austria, the Netherlands and the UK. PaulCamper was acquired by CHL Group in 2022 and continues to operate from its HQ in Berlin.

MyWay: launching in 2023 – provides a suite of insurance products to RV owners and hirers, giving them the confidence to fully engage with CHL Group’s peer-to-peer platforms.

Together, these three brands form a global group focused on elevating outdoor experiences through scalable tech solutions. We’re transforming the way people access the outdoors and explore the world around them

Our culture: from Australia’s beaches to the Bavarian Alps, we’re changing the way people explore and experience the world around them. CHL is building an incredible community of RV owners and hirers across seven countries.

We celebrate the wins, learn from the almosts, and make a point of encouraging cross-cultural, cross-continent collaboration.

Customer Service Representatives are our owners and hirers (customers) first point of contact for assistance related to our platform and other enquiries. Agents provide inbound and outbound support and guidance to our customers via phone, tickets and live chat.

The Role

• Help hirers by finding the right solution and assist in the booking and cancellation process, if required
• Assist owners with listing management, including RV swaps, adding extras and pricing updates
• Use Freshdesk ticketing and calling system to resolve customer enquiries, meeting KPIs for customer service and ticket management
• Manage breakdown and accident call-outs appropriately by adhering to CHL policies and procedures
• Engage hirers and owners into proactive booking managements
• Complaint and dispute management
• Report on bugs through the relevant channels. Liaise with Senior Management on platform improvements and new requirements
• Process hirer verification checks as required
• Fund recovery management
• Other day-to-day activities that arise through the season
• Attend trade shows and events for CHL from time to time
• Assist other Customer Support teams in other markets as required

Requirements

• Fluent in German
• Previous experience in a customer service role, preferably a phone based role
• Strong written and verbal communication skills
• Ability to investigate and problem solve
• A passion for customers with great listening and empathy skills
• A flexible approach, "outside the box” thinker, and the ability to adapt to an ever-changing environment
• Strong multitasking skills and ability to switch between multiple systems while helping customers
• A positive and personable personality with the ability to empathise
• Motivation to achieve set goals and value feedback
• Ability to work a rotating rota predominantly Monday to Friday (normal business hours) in low season and then regular weekends/evening shifts from March to October.

Benefits

• Comprehensive training
• Meal vouchers
• Work-from-home contribution
• Employee Share Scheme
• Employee benefits, rewards & recognition
• The opportunity to work with a team of creative go-getters who are passionate about -promoting thousands of vans and endless adventures!

Diversity is key at CHL - we believe that the best ideas come from the diversity of our team, our commitment to inclusion drives us forward every day. Creating a work culture that is safe and comfortable for our people to flourish is our main focus.

Ready to start the career adventure of a lifetime? We're dedicated to making the best working environment possible for our people. All you have to do is apply; we are ready to let you show off your talent!

Location

The role is hybrid, three days in the office, two days from home. The office is located in Avenida Marques de Tomar 76, between Campo Pequeno and Saldanha.