Customer Service Specialist - English / Customer Happiness Officer (f/m/d)

About us

Blacklane provides an outstanding ground travel experience in over 300 cities and 55 countries worldwide. Our success comes from a collaboration of more than 280 people from 60 nations and we are looking for more exceptional people to join us! Blacklane PASS (premium airport services and solutions) is our new service providing peace of mind at 500 airports around the world. Help us solve the challenges of moving travellers around the world and support a thriving community of professional driver

Are you curious about future tasks and projects at Blacklane? Watch a video about our team: Work at Blacklane

Additionally, please find here a tour of Blacklane's HQ office in Berlin.


Your Challenge:

We are looking for a Customer Service Specialist to join our passionate global Operations team in our fresh newly opened location in Australia! Be a pioneer at representing Blacklane have an impact in shaping the company in this new continent. You will also be working alongside our distributed teams in Berlin, Singapore, and Dubai.

  • You will work in an award-winning Customer Care department, being on the frontline of communication with our English-speaking guests.
  • You will handle bookings, queries, and special requests from our guests and chauffeurs via phone, email, and social media.
  • You will follow up on issues until you reach a positive resolution, keeping customers updated as needed.
  • You will promote a positive attitude while meeting our goals, with the aim of leaving our customers smiling.
  • You will consistently provide feedback on customer satisfaction and process efficiency.
  • You will handle internal administrative tasks and documentation of individual queries.
  • You will work in 2 shifts.

About You:

  • You love helping others, and never lose your smile.
  • You are customer-oriented with the ability to adapt and respond to different situations.
  • You have at least 1 year of experience in a strongly service-oriented and customer-facing role (e.g. call center, hotel).
  • You have excellent communication skills, both verbally and written.
  • You are a team player, with the ability to motivate the team to improve each day.
  • You have experience working with web-based customer care systems. Familiarity with Salesforce is a plus.
  • You are in possession of a valid work permit for Australia, which is valid for at least one more year.

More than a Job:

  • You will work in the exciting and innovative market of global ground transportation.
  • The Customer Care department strives to be everything else than a normal “call center”, using modern tools and methods, and ensuring tasks are regularly rotated. If you have ideas during your work day, we want you to voice them.
  • We offer permanent contracts from day 1.
  • You will become part of a unique, diverse and international team, that is characterized by flat hierarchies, a family-like atmosphere and an open feedback culture.
  • You will have the opportunity to grow with us and develop your skills, supported by our people and culture team.
  • To get some insight into the Customer Care team, take a look at http://www.blacklane.com/en/career/customer-care