Carwow
Automotive
CustomerServiceRepresentative(6mFTC)
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“Customer Service Representative (6m FTC) at Carwow. Skills: Customer service, Communication, Problem solving. Deliver high-quality customer service. Provide empathetic, personalised, and effective support”
What You'll Achieve.
Meeting both your own and the team’s KPIs; Achieve swift and satisfactory customer resolutions at the first point of contact; Proactively address needs and minimise the necessity for call escalations
Industry & Context.
Problem solver; Quick thinker; Take initiative when striving to find the best solution; Resourceful, embracing new or unknown challenges
May be required to work Mon-Sun, including public holidays, Expect to work up to 1 in 2 Saturdays
What They're Looking For.
Must Have
Experience working in a contact centre environment, Dealing with a high volume of inbound calls, emails and chats, Excellent spoken and written English capabilities, Effective communicator, Problem solver, Quick thinker, Adaptable, Resourceful
Nice to Have
Fluency with written and verbal Spanish, Experience working as the intermediary between two external parties, Experience juggling multiple communication channels simultaneously
What You'll Do.
Deliver high-quality customer service
and effective support
Communicate effectively with customers
Coordinate with internal teams
Achieve swift and satisfactory customer resolutions
Maintain accurate records of interactions
Efficiently manage workload/volumes
Share knowledge and best practices
Listen attentively to feedback
Share clear insights from customer feedback
How You'll Work.
Team & Collaboration
Work closely with various other teams to investigate and resolve issues; Share knowledge and best practices within the team; Listen to feedback from colleagues, specialists, and managers
Communication Scope
Excellent spoken and written English capabilities; Effective communicator; Natural communicator; Understanding how to interact with people; Approaching customer interactions with empathy, active listening and emotional intelligence
Full Job Description
OUR MISSION To become the car-changing destination of choice. By combining technology, media and deep automotive expertise, we've turned how people buy, sell, advertise and lease cars on its head. What started as a simple reviews site is now one of the largest online car-changing destinations in Europe. Last year alone 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 - creators of AutoExpress and Evo magazines - doubling our audience overnight. Together we now have one of the biggest YouTube https://www.youtube.com/carwow channels in the world with almost 10m subscribers and over 1.1 billion annual views, while we sell 1.2 million print copies of our magazines and have an annual web content reach over 350million. And we’re a long way from done! CUSTOMER SERVICE @ CARWOW Car-changing is a big deal, and we want to ensure everyone using Carwow has a WOW experience. When those inevitable questions or snags come up during the process, we want to ensure there’s a friendly face ready to help. That’s where our Customer Service team comes in. We are the first point of contact for our customers, providing exceptional support across various channels, including phone, email, messaging, chat and review platforms. We play a key role in guiding both users and dealers through their journey by solving problems and providing accurate information to achieve a great customer experience. YOUR MISSION Your goal will be to focus primarily on providing support to customers across our various channels. You’ll need to gain a thorough understanding of the customer journeys within Carwow and use your excellent communication skills to work efficiently to provide the best customer service, meeting both your own and the team’s KPIs. We work closely with various other teams to investigate and resolve issues as well as provide a smooth journey for customers. As the fron
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