Junior Customer Service Agent (m/w/d)

About the Role

As a Customer Service Agent at FINN, you are the primary contact for our customers throughout their entire car subscription journey — from contract signing to vehicle return. Working within one of our three expert customer service teams, you independently manage both routine and complex inquiries, collaborating closely with different departments to deliver exceptional support.

Key Responsibilities

• Provide support approximately 50% via phone, spending around four hours daily handling customer calls.
• Respond flexibly to inbound customer requests via email and chat during the remaining time.
• Handle inquiries from both private and business customers through various channels, ensuring prompt and effective resolution.
• Manage complaint cases with professionalism and calm, guiding customers toward fair solutions.
• Proactively identify and help implement process improvements in customer service workflows and ticketing systems.
• Use data-driven approaches to oversee your performance metrics such as CSAT and First Response Time to enhance quality.
• Effectively leverage modern AI tools, Zendesk ticketing software, and internal systems to reduce routine tasks and innovate customer care.
• Coordinate cross-functionally with product, technology, and operations teams to resolve complex issues and channel customer feedback into product decisions.

Candidate Profile

Essential Requirements:

• Solid experience in customer service roles involving direct interaction, such as inbound support, call centers, hospitality, or gastronomy.
• Strong communication skills, empathy, and resilience, especially handling high volumes of tickets and managing escalations.
• Structured and dynamic work approach with high autonomy, reliability, and ability to self-organize in a fast-paced startup environment.
• Excellent command of German at C2 level in both spoken and written form, alongside good English language skills (at least B2).

Advantages:

• Familiarity with ticketing systems, particularly Zendesk, or AI-supported customer support tools.
• Experience working remotely and independently in distributed teams.

Why Join FINN?

• Benefit from the Virtual Stock Option Program (VSOP) that allows you to share in the company's long-term success.
• Receive a €1,500 yearly education budget to support your professional and personal growth through seminars and training.
• Enjoy family-friendly perks including childcare subsidies, access to exclusive daycare places in Munich, and flexible work arrangements.
• Secure your future with employer-supported company pension plans, with FINN contributing 66% towards your savings.
• Take advantage of a 25% employee discount on FINN auto subscriptions or opt for attractive bike leasing offers.
• Maintain your health and wellbeing via subsidized memberships for fitness and mental health support.
• Experience vibrant office culture with free premium coffee, fresh fruits, and daily lunch allowances at the Munich headquarters.
• Participate in regular team events and celebrations to build strong connections beyond work.

About FINN

FINN stands as Germany's leading platform for car subscriptions and is one of the few German unicorns in the mobility sector. Our diverse team of over 400 colleagues from more than 50 nations is passionate about revolutionizing vehicle access and simplifying car ownership.

We pride ourselves not only on our metrics but on our strong team spirit, drive to challenge norms, and commitment to making a meaningful difference.

Join us as we continue to scale rapidly and take on significant responsibility in shaping our growth story — the journey has just started!

Diversity & Inclusion

FINN is committed to equal opportunity and embraces diversity at all levels of the organization. We foster an inclusive workplace where individuals of all ages, ethnicities, backgrounds, religions, genders, sexual orientations, gender identities or expressions, marital status, or any legally protected characteristic feel welcomed.

Compensation

Annual salary range: €33,000 to €42,000.

Additional Information

We utilize artificial intelligence technologies to assist with certain recruitment activities such as application screening and resume analysis. However, all final hiring decisions are made by our human team. For inquiries about data processing during recruitment, please reach out for more details.