Customer Experience Representative (Spanish market)

Job Description

THE CARWOW GROUP

Carwow Group is driven by a passion for getting people into cars. But not just any car, the right car. That’s why we are building the go-to destination for car-changing. Designed to reach drivers everywhere with our trail-blazing portfolio of personality rich automotive brands; Carwow, Auto Express, evo, Driving Electric and Car Buyer.

What started as a simple reviews site, is now one of the largest online car-changing destinations in Europe - over 10m customers have used Carwow to help them buy and sell cars since its inception. Last year we grew over 50% with nearly £3bn worth of cars bought on site, while £1.8bn of cars were listed for sale through our Sell My Car service.

In 2024 we went big and acquired Autovia, doubling our audience overnight. Together we now have one of the biggest YouTube channels in the world with over 1.1 billion annual views, sell 1.2 million print copies of our magazines and have an annual web content reach over 350million.

WHY JOIN US?

Shortlisted in the prestigious Culture 100 list of the top Growth companies to work for by Hyer; we also recently raised $52m in funding led by global venture capital firm an early backer of LinkedIn and Shopify, Bessemer Venture Partners, to accelerate our growth plans!

As pioneers, we’re always driving for new territory and positive change, so our work as a group is never done. Where others see difficulty, it’s our responsibility to see possibility – building new experiences, launching new titles and listening to drivers.

Being a part of Carwow Group means championing drivers and the automotive industry, acting as a disrupter and never being afraid to fail (but learning fast when we do!).

Our team of 500 employees across the UK, Germany, Spain and Portugal are revolutionising car-changing and we are fast expanding our mission across every single brand and country we operate in, so jump in!

THE ROLE

Joining our Customer Experience department you will be the first point of contact for our customers coming into the business. Ensuring we offer the best car buying and selling experience, you will measure your success in quickly ascertaining our customers needs and handing across to the appropriate departments. You will be a self-starter who is organised and able to manage your own workload.

WHAT YOU'LL NEED

• You will have experience of working in a busy customer facing environment and making a number of outbound calls and sending emails to our Customers
• Experience of working in the automotive industry is desirable but not essential
• One of our company values is Proactive - we challenge ourselves to be better and are self-starters. You have a get up and go mentality and understand the search for answers to more complicated questions
• We are Positive, by surrounding ourselves with positive people, we work to stay upbeat. Not everything can go the way we planned, and we remain sure we can solve and deliver for our customers
• We aim to WOW users, industry partners, ourselves and each other. You go above and beyond in your work, doing whatever it takes to offer the best experience and service possible. We hold high standards for every interaction someone has with us, connecting emotionally and creating delight
• You have excellent spoken and written Spanish capabilities
• You enjoy communicating with customers

Requirements

• You will have experience of working in a contact centre environment, dealing with a high volume of inbound calls, emails and chats
• You will be an effective communicator - one of our company values is Clear which states we strive for clarity and simplicity in all our communication. You are a natural communicator, understanding how to interact with people in different environments
• You are curious, we have an insatiable hunger to stay ahead and achieve our mission, constantly improving our business, our work and ourselves. You are a problem solver, quick thinker and striving to find the best solution
• We aim to Wow users, industry partners, ourselves and each other. You go above and beyond in your work, doing whatever it takes to offer the best experience and service possible. We hold high standards for every interaction someone has with us, connecting emotionally and creating delight

Benefits

• Hybrid working
• Competitive salary to fund that dream holiday to Bali
• Share options - when we thrive, so do you!
• Private Healthcare, for peace of mind, plus eyecare vouchers
• Monthly coaching sessions with Spill - our mental wellbeing partner
• Meal allowance
• Enhanced holiday package, plus Bank Holidays
• 28 days annual leave
• 1 day for your wedding
• 1 day off when you move house - because moving is hard enough without work!
• For your third year anniversary, get 30 days of annual leave per year
• For your tenth year anniversary, get 35 days of annual leave per year
• Option to buy 3 extra days of holiday per year
• Work from abroad for a month
• 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
• Generous learning and development budget to help you master your craft
• Regular social events: tech lunches, coffee with the exec sessions, lunch 8 learns, book clubs, social events/anything else you pester us for
• Refer a friend, get paid. Repeat for infinite money

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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