Customer Care Specialist (English and German)

Location: Lisbon

Being a Customer Care Executive is a role combining front office and back office duties for both drivers and passengers using FREE NOW. You face users and turn them into the most passionate FREE NOW lovers, looking for unique and exciting ways to solve problems. You’ll be providing exceptional support, ensuring that issues are resolved promptly and efficiently. You’ll be providing exceptional support, ensuring that issues occurring are resolved promptly and efficiently as part of our top-performing Customer Experience team. Your goal will be to ensure high-quality service to our clients and that our Real-Time Team runs smoothly and profitably.

Shifts: 8h per day, Monday to Sunday (incl. Bank Holidays), 24/7, with 2 days off per week

YOUR DAILY ADVENTURES WILL INCLUDE:

• Deliver high-quality support via our emails, chats and calls support platform
• Be a passionate advocate and show empathy to our passengers and drivers while solving problems and addressing unsatisfactory experiences
• Triage issues and escalate them to PDC Specialists team, Customer Excellence, Operations, B2B & Product 
• Cooperate with other departments to assist inside projects (ex. Macros review, On-Car-Advertising project, Document Validation support)

Our Tools: Google Suite | Microsoft Office | Zendesk

TO BE SUCCESSFUL IN THIS ROLE:

• Initial experience in customer support is required
• The ability to speak, read and write English and German (mandatory), any other language is a plus - Please submit your application in English
• Good problem solving and active listening skills
• Ability to multitask and perform effectively under pressure
• Detail-oriented, proactive in process improvements

BENEFITS & PERKS IN A NUTSHELL:

• Flexible working arrangements

• LinkedIn Learning

• Sabbatical & special leave policies

• WeRoad partnership

• Birthday, 24th + 31st December off

• Short term EU work policy

• Mobility Credit

• Health Insurance

• Employee assistance program

Plus more local benefits depending on your work location!

*in one of the 10 countries where we have a legal entity: France, Spain, Germany, Austria, Portugal, Italy, England, Ireland, Poland & Greece

DIVERSITY, EQUITY & INCLUSION:

FREENOW is an equal opportunity employer and we consider qualified applicants regardless of race, religion, national origin, gender, gender identity, sexual orientation, disability or age.
We want you to grow and evolve, bring your true self to work. 

SEE WHAT OUR AWESOME COLLEAGUES SAY ABOUT US:

ABOUT FREENOW:

FREENOW is the Mobility Super App with the largest vehicle choice for consumers across Europe. More than 54 million users in 16 markets and in over 170 cities today are already moving freely from A to B by accessing the largest selection of mobility options available in one app.

Through the unique integration of mobility brands and payment services, they can book their nearest taxi, private hire vehicle, car sharing or micro-mobility option such as eScooters, eMopeds, and eBikes within the app. FREENOW aggregates numerous mobility brands with the ambition to make urban mobility more efficient and sustainable without adding new vehicles on the street.