Senior Customer Care Specialist (f/m/d)

<p></p> <p>Join our dynamic team at the forefront of mobility innovation as a Customer Service Agent, where every interaction propels our vision of effortless mobility forward! As a <strong>Senior Customer Care Specialist </strong>you will be responsible for efficiently managing emergencies, escalations, and regular complaints. Your expertise in handling complex situations and collaborating with various stakeholders will be essential in ensuring the smooth operation of our customer care processes. The role would require weekend and evening work. If this sounds like just the challenge for you, we want to hear from you!</p> <h3><strong>YOUR RESPONSIBILITIES: </strong></h3> <ul> <li><strong>End-to-End Handling of Emergencies</strong>: handle emergencies and their resulting escalations, ensuring prompt and effective resolution while maintaining professionalism and duty of care at all times.</li> <li><strong>Reimbursement Handling</strong>: manage reimbursements, ensuring accurate and timely claims processing while addressing any resulting customer inquiries.</li> <li><strong>Expert Handling of Major Escalations</strong>: be the go-to specialist for major escalations, providing expert guidance to resolve complex issues, restore customer confidence and implement corrective actions and prevent similar escalations.</li> <li><strong>First Triage Point and Main Contact for Stakeholders in Other Departments</strong>: establish and maintain effective communication channels with stakeholders from other departments, ensuring alignment and collaboration for seamless customer care operations.</li> <li><strong>Coordination During Tech Outages</strong>: take ownership during tech issues and system downtime, liaising with tech teams on slack, leading comms with the wider team and organizing alternatives if the system is offline.</li> <li><strong>Overflow Handling of Regular Complaints</strong>: assist in managing regular customer complaints during peak periods, ensuring timely and satisfactory resolutions.</li> <li><strong>Overflow Support for Quality Snapshots</strong>: as operational experts, you will be up to date and role models on all process, procedure and quality guidelines. This puts you in the perfect position to assess the quality of our outsourced teams.</li> <li><strong>Coaching External/New Seniors</strong>: provide feedback and coach external seniors on how they have handled cases in the LRO queue. Support onboarding of new seniors.</li> <li><strong>Support the Team</strong>: support the concierge team in real-time by answering questions, advising on complex issues and coaching as necessary.</li> <li><strong>Assist Onboarding</strong>: provide feedback to, support and coach new agents who have recently completed their induction training.</li> <li><strong>Overflow Support for Standard Customer Queries</strong>: assist in handling standard customer queries during busy periods, ensuring customers receive accurate information and assistance.</li> <li><strong>Project Work</strong>: as required i.e AI bot support, Public Reviews, Social Media, Liaising with Platinum Desk etc</li> </ul> <h3><strong>ABOUT YOU: </strong></h3> <ul> <li>You should have a minimum of 1 year of experience as a Senior in customer care, with a proven track record of handling emergencies, escalations, and complex issues.</li> <li>Strong skills in collaborating with stakeholders from various departments to ensure effective communication, alignment, and collaboration in customer care operations.</li> <li>A willingness to work on weekends and evenings when required, with the latest shift extending until 9 pm, demonstrating your commitment to ensuring the smooth operation of our customer care processes.</li> <li>Fluent in English, with excellent communication abilities.</li> <li>Proven track record in handling escalated issues with empathy.</li> </ul> <p> </p> <p></p> <h4>Your First-Year Roadmap</h4> <p>Here’s what your journey at Blacklane could look like:</p> <ul> <li><strong>3 months:</strong><br/>Immerse yourself in the business and role → Onboarding, meet key stakeholders, start to contribute.</li> <li><strong>6 months:</strong><br/>Build confidence in your role → fully own core tasks and drive measurable impact on team and company goals. Take ownership of projects, collaborate cross-functionally on initiatives that leave a noticeable mark.</li> <li><strong>12 months:</strong><br/>Scale your contributions and your expertise or leadership potential</li> </ul> <h4><span><a href="https://docs.google.com/presentation/d/1pksQALlpSXPoUAPgoQHdlRCh4pmsTFV4lSIp2iV9tkM/edit#slide=id.g3279aee6fe0_0_138"><strong>The Blacklane Hiring Process</strong><strong><em> → Expected duration: 6 </em></strong></a></span><span><a href="https://docs.google.com/presentation/d/1pksQALlpSXPoUAPgoQHdlRCh4pmsTFV4lSIp2iV9tkM/edit#slide=id.g3279aee6fe0_0_138"><strong><em>weeks</em></strong></a></span></h4> <p><strong>1. <span>Application Review:</span></strong><br/>  Your CV a