Senior Customer Service Coach (m/f/x)

Job Overview

Senior Customer Service Coach (m/f/x)

at refurbed • Vienna, Vienna, Austria

At refurbed we deeply care about the environment and the future of our planet. We are passionate about sustainability and want to make a positive impact. We have made it our purpose to change the world for the better and aspire to make refurbished products the new normal. In achieving our mission, we need people who share our beliefs and who want to be part of this exciting journey. Sounds interesting? Read on!

We are the fastest growing marketplace for refurbished electronics in the German speaking region and are based in Vienna. Through our marketplace, completely renewed electronics like phones, laptops and tablets that are up to 40% cheaper and 100% more sustainable are sold to consumers. We founded the company in February 2017 and expanded to Italy, France and further European countries already. Yes, we also won several awards along the way and we have become one of the fastest growing start-ups in Europe, but most importantly – we have come so far thanks to our people. Represented by more than 30 different nationalities, our 150+ team members follow a shared goal. Consisting of experts with international experience in the refurbishing industry and working with the latest tech stack, they commit to making a difference on a daily basis. Want to learn more about what it’s like to be part of our team, who we are and how we roll? Visit https://careers.refurbed.com/ to gain more insights.

For our highly motivated and international Customer Service Team we are looking for a Senior Customer Service Coach (m/f/x). Working closely with our teamleads and customer service agents you will be responsible for keeping our customer happiness high by training our 1st and 2nd Level international Customer Service.

Together with you and your talent we want to make consumption sustainable and build the leading marketplace for refurbished products in Europe. Join us on our mission! #TalentForFuture

Who you are

  • You have 3+ years of experience in coaching customer service
  • You are an experienced Customer Service professional with outstandig communication skills
  • You are familiar with the day-to-day business and the internal processes in customer service
  • You love helping people with your holistic and customer-centric approach
  • You are not afraid to point out potential for improvement and to work on them together with your team
  • You enjoy sharing your knowledge in one-on-one meetings and in front of groups
  • You are fluent in German and English
  • You love the idea of being the customer service expert for our refurbed customer service team
  • You care about the world and want to spend your time making a positive difference.

What you’ll do

  • You are part of our highly motivated customer service team as a coach
  • You receive an in-depth introduction to the refurbed customer service world and understand in detail what factors we place a high value on
  • You work closely with the teamleads of our customer service teams, knowledge teams and quality teams
  • You are always up to date with current topics and are happy to help
  • You are an expert in your field and share your customer service knowledge with your amazing team
  • You work with our team members in one-on-one meetings on their improvement potentials
  • You hold trainings for new team members and refresh the knowledge of existing team members
  • You are the central point of contact to provide team members with professional and operational support

Additional factors we appreciate

  • You hold a degree in in pedagogics, psychology or adult education

Why you should work with us

A mission:
Let’s not waste our talent and use our valuable time to make a difference and help fix our planet. We care about the world – Join us on our mission and be part of our exciting journey!

Our culture and values:

  • Decisions should be made based on facts and not by hierarchy levels? We sure think so!
  • We embrace giving and receiving feedback, testing and welcoming new ideas, as well as sharing our knowledge across the company.
  • You fail sometimes? Well, so do we! We’re all just human, let’s not cry about it but learn from our mistakes to improve in the future!

Diversity and Inclusion:

  • No matter who you love, where you’re from, who you pray to, whether you pee sitting down or standing up – we are a bunch of talented people who enjoy spending our time making a difference!
  • We hire for extra perspective and have around 120 great individuals from 30 nationalities and everyone brings something new to the table – no need to fly around the world, the refurbed family feels like travelling!

Development and Happiness:

  • You’ll get a smooth start by joining our 1.5 week long Onboarding Process to learn about our concept and what each department is doing to achieve our mission.
  • We are keen on Career Development – So join our trainings, language courses or any other development program that will help you grow personally & professionally and steer your career into the future you are planning.
  • With an average of 80% overall company happiness, month after month, you will be part of a company that values its team members and their well-being.

Events and Fun:

  • We like spending time with each other and we love parties and host four big parties each year (including our very own refurbed Oktoberfest!), monthly Townhall meetings and also support team events with a budget!
  • Not a party animal? No problem at all – join one of our awesome refurbed clubs and do yoga, go hiking or play football with fellow team members. In the office we can come together for drinks, cookies, ice cream, a game of table football or darts, whenever we feel like it.

Flexibility:

  • We trust you to do the best job, so we don’t care so much when you do it – you are able to self-organize.
  • Work from home or in our modern and sustainable office in the heart of Vienna – we love dogs, so feel free to bring your furry little buddy too. And yes, there are free fruit, coffee & drinks in the office 🙂

Your application

You want to build the leading marketplace for refurbished products in Europe and change the world by making it easier to sell sustainable products? Then apply now.

Please include a cover letter explaining why you want to work with us, your CV, as well as references (e.g. work/internship/student references).

For legal matters we state that the minimum wage for this position is 32,200 EUR gross per year. However, depending on your qualification a higher salary is obviously very likely.

About us

Here is why you should apply.

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