CUSTOMER CARE AGENT - GERMANY - M/F/NB (INTERNSHIP)

Team.
You will join the Customer Care team, an international business unit composed of 5 people all throughout the year and supported by seasonal employees (up to 30) during the summer.
In Click&Boat, there are 3 main operational Business Units.
Supply.
which deals with boat owners and make sure the boats available on our platform generate revenues with the highest quality of service.
Sales.
which deals with tenants and supports them all along a booking process, from quotations to closing the deal.
Customer Care.
which represents the point of contact for our customers after a booking is closed by the Sales team (before, during and after the trip), and makes the link between boat owners and tenants (booking modification or cancellation, insurance or accident issues, etc).
The Customer Care team is led by Jonathan, VP Customer Care, and is organized by user’s request complexity.
level I and II.
As part of your missions, you will directly report to the Customer Care Shift Manager, and will join the team dedicated to level I issues.
Missions.
All along your internship, your main objective is to be the first point of contact for Click&Boat’s users (owners and tenants) by email (60%) and phone (40%), to understand their needs and reply to all their inquiries before, during, and after a boat rental.
These inquiries can include.
Making the link between boat owners and tenants in case of dispute and find the fairest solution in compliance with our general terms and conditions.
Realizing booking modification as per user’s request, along with Finance Ops team.
Ensuring commercial tasks (sales mission) in case of a last-minute cancellation by a boat owner.
Improving our quality of service by collecting feedback and highlighting the problems that you face.
Following the KPIs of the business unit (One touch rate/First reply/Sat score/Quality of service/Reviews).
Supporting your colleagues and work as a team when needed.
Why should you join us? Concrete experience.
you will discover all aspects of the essential role of Customer Care Agent, by joining a structured team that will teach you how to deal with different clients and allow you to benefit from extensive training throughout your experience at Click&Boat.
You will acquire many soft skills, such as communication and persuasion.
Broad scope.
you will be in contact with clients looking for assistance on a broad range of subjects.
Multicultural team.
you will be in contact with clients speaking your native language, while being part of an international team, enabling you to daily practice several languages with your colleagues daily.
Dynamic scale-up environment.
you will be able to join a fast-growing company, with high ambitions and ready to become the number one boat rental platform worldwide.
Superb work atmosphere.
you’ll be able to work in a modern coworking based in Poblenou, with big rooftop with view over the Sagrada Familia, and a 20-minutes walk to the beach.
Competitive salary.
800€ fix gross per month and 200€ gross as monthly bonus based on clear KPIs (bonuses will be received at the end of your internship).
Perks.
1 day off offered per month, extensive internal training, lunch vouchers (Cobee), gym partnerships (Andjoy), breakfast every Monday morning, afterworks and team building activities offered.
Your internship will take place from April to end of August / September.
o be able to communicate with customers, you master both German and English (bilingual or fluent level).
ou have ideally a first experience (internship or student / summer job) in a customer facing role.
rganised and aware of seasonal constraints, there is no problem for you to work in shift and on the week-end (timetables shared in advance with days off during the week).
ynamic and at ease on the phone, you enjoy advising and are an ongoing person.
Customer satisfaction is your main source of motivation!You are empathetic but know how to be assertive, and you are highly interested in the customer care field.
ou are rigorous and able to deal with stressful situations, you love the challenge and are always ready to find solutions in case of problems!If you’re interested in Click&Boat product, and in the boating industry it’s of course a plus!