Reporting to the Head of Customer Support in our Munich headquarter, you will be responsible for delivering a 5* customer support throughout the customer journey in buying, financing or subscribing a car in France. Together with your Customer Pre and Post Support team, you will serve our customers from the first point of contact and guide them through the entire customer journey. You will provide the team with the required tools and structure to work efficiently and serve our customers at the highest standards while controlling the most relevant KPIs. As the customer’s advocate, it is your job to foster and manifest the “customer first” mindset throughout the company. Essentially, you will do the following:
  • Customer Obsession: You will be responsible for supporting customers throughout their car buying, financing, or subscription journey, you will champion customer obsession across your team and enable them to deliver an amazing experience. You will resolve customer issues and take the responsibility for any service-related questions as well as supporting our delivery and handover teams.
  • Leadership: Leading by example is your credo, which means that you can demonstrate yourself how to serve customers in an excellent manner. You will build and manage our Customer Support team in Paris. Ensuring a high-performance culture in the team by providing guidance to encourage personal development and progression. Lead talents reviews supported by both qualitative and quantitative performance data and benchmarks. Frequent travel will be expected.
  • Voice of Customer: You have good practical knowledge and understanding of our customer service processes and policies and can confidently support your team with any process knowledge gaps. You can handle escalated incidences directly with customers to find resolution when required. You are overseeing our Trustpilot reviews and other public review sites and ensure we are taking every poor review as an opportunity to turn the customer experience around to a 5*.
  • Key Performance Indicator: You are responsible of daily team huddles to provide process change or business updates to the team in order to share any key learnings or show-case queries with them. You will manage daily and weekly KPIs of individuals in your team and are focused on overall performance driving our ambitious goals. Provide real time feedback and coaching to the team, helping them to do the best for our customers.
  • Collaboration: You will work closely with multifunctional teams across the business. Predominantly, you will partner with CRM and Customer Experience team to lead the customer support technology roadmap across Salesforce, Amazon Connect, Zendesk and more. You will need to build a close relationship with Logistics and Operations to ensure customers receive the car of their choice with perfect timing. In addition, you will also work closely with the Product, Content and Digital Marketing teams to understand and optimize the end-to-end customer journey.
  • Growth: You work with the headquarters in Munich and the UK to develop exceptional and innovative measures that put the customer and their needs at the center of everything you do, enabling further expansion and company growth.
What we are looking for:
  • A degree in business administration or comparable qualification of further education.
  • Several years of professional experience and relevant leadership background in an equally intense operative Customer Support / Service role in a dynamic corporate environment (ideally in a B2C or e-commerce company).
  • Hands-on mentality when it comes to showcase brilliant customer interaction as well as a strong focus to be strategically aligned with the direction your Head of Customer Support sets.
  • A recent, proven track record of delivering excellent customer service and fostering it in your staff.
  • Demonstrated success in managing large teams spread across multiple locations and/or working remotely.
  • Demonstrate flexibility, a willingness to learn, and challenge yourself to perform at your peak in a dynamic, growth-driven environment.
  • Possess strong strategic and conceptual skills as well as pragmatic implementation abilities.
  • Likeable person with a lot of empathy and a very confident demeanor.
  • Good communication skills as well as proactive and open interaction with the team.
  • High attention to detail and results-oriented and confident with numbers, reporting and analysis by using Salesforce and Amazon Connect.
  • Skilled at identifying opportunity, defining a plan and bringing people together to make it happen.
  • Support the guiding principle of "creating value" for your work, want to create sustainable impact while helping shape developments and prepared to "go the extra mile" to do so.
  • High affinity for numbers and KPIs.
  • Knowledge of French at a native speaker level as well as business fluent English, both written and spoken.
  • Willingness to travel within Europe.
What makes Cazoo a great place to work:
  • Interesting and ever-changing tasks that let you and Cazoo grow.
  • The foundation of a Grown-up - we have achieved a lot in the last 3 years, upon which you can build your own work.
  • Working in a strong team with experienced colleagues from 20 different nations
  • Centrally-located office in Paris, WeWork Coeur Marais
  • Prepaid Mastercard with monthly credit freely available
  • Employee discount for our Cazoo subscription
You are a good fit for Cazoo if your behaviour reflects our core values:

  • Customer obsessed - We put the customer first in everything we do. Every interaction matters. We want to be famous for delivering the best experience and wowing our customers.
  • Data driven - Data is part of our DNA and drives all decision making. We are informed and results driven. We seek insights and understanding that will help us improve and grow.
  • Fast drivers - We have an entrepreneurial passion for working at speed. We like to accelerate and don’t hang around. We make decisions and drive fast towards our goals.
  • Team players - We are better as a team than as individuals. Everyone counts. We’re inclusive, supportive and respectful and are here to have fun and win together on this journey.
Eager to find out more?
Sounds exciting? Then please send us your application with your earliest possible start date and salary expectations. We are looking forward to having you on our team!
 
Cazoo
Talent Team
Cazoo, WeWork Coeur Marais
64-66 Rue des Archives
75003 Paris
 
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