Online Support Agent

About carwow

We’re Carwow. The car-changing experts for life-changing moments. Whether buying, selling, or (car) window shopping, we aim to give people total confidence in their choice.

We kicked off our journey as the ultimate matchmaker for car reviews, helping everyone pick their perfect ride. But we soon realised this wasn’t the destination – it was just the first leg. Why stop there when we could also help them get a great price?

So we decided we wanted to revolutionise selling cars, just like we did with buying them. That’s when we introduced our game-changing ‘sell my car’ product.

Today, our dedicated team of over 350 experts across the UK, Germany, Spain and Portugal look after over 12 million active users (and an ‘excellent’ Trustpilot rating).

And we’ve got plenty left in the tank.

Working here

So, what does Carwow look like under the hood?

We’re always driving forward, and our people love what they do and love working together. Our goal is to empower our employees to discover their passions, create common ground, and take control of their careers with confidence.

We regularly fine-tune our hiring process to ensure fairness and all Carwowers receive comprehensive DE&I training. Our Diversity Committees, led by our fantastic employees, fuel internal education, help out our local communities, and champion initiatives for our customers.

We’re also Flexa100 nominated and aim to be the go-to place for changing cars. We’re proud to say we’ve got an impressive employee average engagement score of 8.5/10!

Bonding as a team is important to us – whether we’re rocking the Carwow Olympics worldwide, playing drag bingo for Pride Month, taking part in beach clean-ups or rallying on the Padel court, there’s always something to bring us together.

Fancy a life-changing career from the car-changing pros? We’d love you to join us on our journey.

About the role

As an Online Support Agent, you’ll be the friendly face behind the screen, guiding sellers and buyers through the vehicle transaction process on our platform. Your main focus will be on live chat interactions, ensuring seamless communication and satisfaction for both parties. Additionally, you’ll provide vital administrative support to our senior sales team, helping them work more efficiently.

Responsibilities:

• Engage with sellers and buyers through live chat to facilitate vehicle transactions on our automotive marketplace.
• Deliver outstanding customer service, ensuring a smooth process and resolving any issues promptly to achieve mutually beneficial outcomes.
• Collaborate with the broader Online Support team to uphold high service standards and contribute to overall customer satisfaction.
• Assist senior sales personnel with administrative tasks, aiding in their productivity and timely completion of duties.
• Embrace flexibility and proactivity in handling diverse challenges, always eager to learn and improve.
• Embody our company values of proactiveness, effectiveness, and positivity, while consistently exceeding customer expectations.
• Manage multiple tasks efficiently and prioritise responsibilities effectively, demonstrating strong organisational skills.
• Foster a positive team environment by embodying enthusiasm and a collaborative spirit.

Requirements

• Demonstrated experience in delivering exceptional customer service, particularly through live chat and email communication.
• A versatile and proactive approach to problem-solving, coupled with a self-starting attitude.
• Strong organisational skills to manage tasks effectively and meet deadlines.
• Dedication to providing outstanding customer service, consistently striving to exceed expectations.
• High levels of enthusiasm and a positive outlook, along with a commitment to teamwork.
• Excellent spoken and written English capabilities, along with strong IT literacy and administrative skills.

Benefits

What’s in it for you

• Hybrid working that works around you (currently four days in the office, one from home)
• Competitive salary to fund that dream holiday to Bali
• Share options – when we thrive, so do you!
• Vitality Private Healthcare, for peace of mind
• Monthly coaching sessions with Spill – our mental wellbeing partner
• Enhanced holiday package, plus bank holidays
• 28 days holiday
• 1 day for your wedding
• 1 day off when you move house – because moving’s hard enough without work!
• 2 extra days on your third year anniversary
• 5 extra days on your tenth year anniversary
• Option to buy 3 extra days of holiday per year
• Work from abroad for a month (due to popular demand, this offer excludes the moon).
• Inclusive parental, partner and shared parental leave, fertility treatment and pregnancy loss policies
• The latest tech (Macbook or Surface) to power your gif-sending talents
• Up to £500/€550 home office allowance for that massage chair you’ve been talking about
• A generous learning and development budget to help you master your craft
• Regular social events:, tech lunch’s, coffee with the exec sessions, book clubs, social events/anything else you pester us for
• Refer a friend, get paid. Repeat for infinite money
• Lunch & learns and Carwow Classrooms with expert speakers who are here for a free lunch

Diversity and inclusion is an integral part of our culture. We know that diverse teams are strong teams, so we welcome those with alternative identities, backgrounds, and experiences to apply for this position. We make recruiting decisions based on experience, skills and potential, so all our applicants are treated fairly and equally.

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