Customer Service Agent (m/f/x)

Role Summary

About FINN

At FINN, we are building the future of mobility and making access to your own car easier and more sustainable than ever before. As Germany's leading subscription platform, we offer you the opportunity to take on real responsibility in one of the fastest growing start-ups and to actively shape our success story. Become part of a team of 350+ colleagues from over 50 nations. We're just getting started!

As a customer service agent, you are FINN’s direct voice to our customers. You accompany them throughout the entire term of their car subscription - from receiving the contract to returning the vehicle. As part of one of our three customer service expert teams, you will independently take on standard cases as well as complex inquiries, where you will work closely with various specialist departments.

Your varied everyday life in customer support

• 50% telephony: You will be there for our customers on the telephone shift for around 4 hours a day.
• 50% Written channels: The rest of the time you will answer incoming inquiries flexibly via email and chat.

No two days are the same. Anyone who thrives in a dynamic environment has come to the right place.

Do you want to grow together with FINN?

Apply online now with your CV and relevant certificates. Anna, Davide and Manuel are looking forward to your application!

Equal opportunities for everyone

FINN stands for equal opportunities for everyone.

We welcome and celebrate diversity and are committed to creating an inclusive work environment for all employees. We are open to all groups of people, regardless of age, color, origin, ethnicity, religion, gender, sexual orientation, gender identity and/or expression, marital status or other legally protected characteristics.

Requirements

• Your experience: You have already worked in customer service where speed and direct customer contact count, for example in the call center, inbound customer service, catering, hotel industry or a comparable service role.
• Customer & complaint management: You enjoy customer support and helping people, even if they are frustrated or a case in escalation management becomes more complicated than expected.
• Working style & resilience: You work in a focused manner, structure yourself and keep the service quality high. A high volume of calls and tickets doesn't throw you off your game.
• Mentality: You like to work independently in a dynamic environment and find pragmatic solutions. You would like to actively shape our support processes and tools.
• Language skills: You have excellent written and spoken German skills (C2) for daily customer communication and can communicate well in English (B2).

About the Company

WHY FINN?

Short official channels, real participation: Your feedback from customer service flows directly into product and process decisions. Our product, tech and operations teams implement changes quickly.

Customer Care of Tomorrow (AI & AI): Artificial intelligence is not a buzzword for us, but everyday life. We use AI tools to take routine tasks off your hands and develop them further together. This is how you actively shape the future of customer service.

State-of-the-art tech stack: In addition to Zendesk, we work with internally developed tools that are tailored precisely to our processes. You help shape how they are further developed.

Growth & further training: At FINN, change is everyday life. Anyone who wants to grow in the start-up environment will find the space to do so here - including a further training budget of €1,500 per year.

100% remote work or office in Munich: Work flexibly from our modern office in Munich or completely remotely in your home office within Europe. You are just as involved remotely via Slack etc. as you are on site, including regular team events.

FINN car subscription: Drive your own car with a subscription with an attractive employee discount.

Your goals

Customer advice & support: You are the first point of contact for our private and business customers in customer service for all matters relating to delivery, invoices, damage and returns. You process all customer inquiries (inbound) reliably, friendly and solution-oriented.

Omnichannel processing: You solve standard cases efficiently in all support channels (such as telephone, email and chat). For more complex customer support issues, you'll stay on top of things and stay tuned until they're resolved, even if you have to coordinate between multiple teams.

Process optimization: You recognize potential for improvement in our processes and the ticketing system and actively contribute your ideas.

Escalation management: You also keep a cool head in complaint management when customers are upset and lead both sides to a fair solution.

Data-driven work: You take responsibility for your performance metrics (KPIs like CSAT or first response time) and use them as feedback to improve.