Job Overview
Location
Porto
Job Type
Full-time
Category
Product Management
Date Posted
May 28, 2026
Full Job Description
đź“‹ Description
- • Serve as the first point of contact for customers across phone, email, and chat channels, delivering exceptional support to users of Carwow, Auto Express, evo, Driving Electric, and Car Buyer.
- • Manage workload efficiently by prioritizing urgent requests, meeting daily and weekly targets for response times, and maintaining smooth workflow during peak periods.
- • Proactively identify potential bottlenecks in customer service processes and implement solutions to ensure timely and accurate resolution of issues.
- • Take full ownership of assigned customer interactions, ensuring clear understanding of process goals, timelines, and deliverables while seeking guidance when necessary.
- • Deliver high-quality support by strictly adhering to established standards and guidelines, with meticulous attention to detail when handling customer information.
- • Resolve customer complaints at the first point of contact to minimize escalations, using empathy, patience, and professionalism to achieve satisfactory outcomes.
- • Share actionable customer feedback with internal teams to help improve products, services, and overall customer experience.
- • Collaborate effectively with team members, specialists, and other departments to ensure seamless process execution and consistent service quality.
- • Actively participate in knowledge-sharing sessions to enhance team-wide call resolution efficiency and customer service standards.
- • Continuously seek opportunities for self-improvement and professional development through feedback from customers, colleagues, and managers.
- • Maintain a positive, proactive attitude in challenging situations, embodying the company values of being proactive, positive, and committed to WOWing customers.
- • Handle a high volume of outbound calls and email communications to customers as part of daily responsibilities.
- • Ensure all customer interactions reflect a personalized, friendly, and professional tone to maximize satisfaction and positive reviews.
- • Contribute to process improvement initiatives by identifying inefficiencies and proposing practical enhancements to service workflows.
- • Work in a hybrid model, spending three days per week in the Porto office and two days remotely.
🎯 Requirements
- • Proven experience working in a busy, phone-based customer support environment with outbound calling and email communication
- • Excellent spoken and written English
- • Fluent in German (spoken and written)
- • Proactive mindset with self-starter attitude and ability to seek solutions independently
- • Positive attitude and ability to remain upbeat when handling challenging customer situations
- • Strong ability to manage workload, prioritize tasks, and meet performance targets
🏖️ Benefits
- • Hybrid working: 3 days per week in the Porto office
- • Competitive salary with share options
- • Private healthcare coverage
- • Meal allowance of €8.32 per working day
- • 28 days annual leave plus bank holidays, increasing to 30 days after three years and 35 days after ten years
- • Monthly mental wellbeing coaching sessions via Spill
Skills & Technologies
About Carwow Ltd
Carwow is a UK-based online platform that allows consumers to compare new-car offers from franchised dealers and buy or lease vehicles digitally. Founded in 2010, it aggregates dealer pricing, facilitates vehicle ordering, and provides financing and leasing options. The company also offers trade-in valuations and home delivery services, while charging partner dealerships a fee for completed sales. Headquartered in London, Carwow operates in the United Kingdom and several European markets, aiming to simplify the car-buying process through technology and transparent pricing.
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