Customer Care Specialist - German speaking

Lucid Motors is seeking a German-speaking Customer Care Specialist in Hilversum, Netherlands. The role involves providing technical support to vehicle owners through calls, chats, and tickets, managing escalated issues, and improving customer experiences. Candidates should have experience in customer service, be fluent in German and English, and possess strong communication skills. The position requires flexibility in shifts and a positive attitude towards customer service.
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The role:
• Provide technical support to vehicle owners via inbound phone calls, chats, and tickets, escalating to cross-functional departments when necessary.
• Take ownership of customer escalated issues with responsibility for first time issue resolution and relationship management.
• Advocate for the customer to improve Lucid services or offerings based on requests and reported bugs. Champion customer experiences and process improvements.
• Serve as product experts to educate Lucid vehicle owners and generating confidence in the operation of the Lucid products. Must be comfortable to answer vehicle equipment questions, vehicle operations, discuss concerns around mechanical and cosmetic issues.
• Continuously learn and improve product knowledge through Lucid trainings.
• Capable of masterfully guiding both adept and amateur technical customers and mechanics through app and website, through a personal technical aptitude.
• Triage car condition or operational concerns. Qualifications:
• Flexible to work in various shift according to business needs.
• Experience in customer service centres and/or experience as a service assistant, service receptionist or automotive technician with a strong desire to use the skills that were acquired to create a unique customer experience is plus.
• Verbal and written skills in French, German, and English languages.
• Positive attitude, friendly, empathetic mindset, and commitment to providing a great customer experience. Eagerness to take on new responsibilities.
• Excellent communication and comprehension skills.
• Detail-oriented and highly precise. Flexible, proactive, attention to details, and inclination to contribute with strong critical thinking and common sense.
• Understands both Mechanical and Cosmetic repair times, skills, and cost management.
• Willingness to learn new and innovative automotive technologies.
• Familiar with MS (Management System) Office Suite (e.g., Outlook) and related communication tools (e.g., CRM). Advantageous:
• Automotive industry experience.
• Start-up experience