(Junior) Customer Success Manager (m/w/d) DACH - job 1 of 3

As a Junior Customer Success Manager at roadsurfer, your main responsibilities include providing independent consultation to potential and existing customers, offering first-level support in challenging travel situations, handling booking adjustments, and ensuring effective communication with teams to enhance service quality.

To become a Junior Customer Success Manager at roadsurfer, you should ideally have some experience in customer service or the service sector. Strong communication skills in both German and English, proficiency in handling complaints, a cool-headed demeanor in stressful situations, and a passion for camping and travel are essential qualities for this role.

Roadsurfer supports the personal development of its Junior Customer Success Managers through an individualized growth plan and access to an in-house academy, empowering you to acquire new skills and advance in your career while enjoying a vibrant team spirit.

Junior Customer Success Managers at roadsurfer can enjoy diverse benefits including flexible working hours, the option to work remotely, a job bike to stay fit, and a yearly camper budget to experience the #happyroadsurfing lifestyle first-hand, along with corporate discounts.

Roadsurfer is a great place to work for a Junior Customer Success Manager due to its supportive and fun work environment, flat hierarchies, regular team events, and the opportunity to work in a beautiful office filled with amenities like a table tennis and foosball games.

Handling difficult customer situations requires patience and effective communication. Focus on actively listening to the customer's concerns, empathizing with their situation, and providing clear, actionable solutions. Demonstrating understanding can significantly enhance customer satisfaction.

If you have experience with customer service tools like Zendesk, share specific examples of how you’ve utilized the platform to manage inquiries, track customer interactions, and enhance service efficiency. Highlight any workflows or processes you implemented to improve service delivery.

When answering this question, describe a specific situation where you successfully resolved a complaint. Detail the steps you took to understand the issue, how you communicated with the customer, and the resolution you provided, ensuring you demonstrate empathy throughout the process.

Demonstrate your knowledge about roadsurfer by discussing its unique campervan rental services, along with the innovative offerings such as roadsurfer spots. Show enthusiasm about the road trip lifestyle and share how you align with the company philosophy.

Express your genuine interest in the camping and travel industry, and how you value teamwork. Discuss how roadsurfer’s values align with your professional goals, and your eagerness to contribute to customer success and a vibrant team environment.

Share your approach to prioritization, such as assessing the urgency and importance of each request. Discuss how you manage your time efficiently, use customer service tools to keep track of inquiries, and maintain a clear communication channel with customers.

When sharing this example, focus on the situation, your proactive steps to exceed customer expectations, and the positive outcomes. Make sure to highlight your commitment to ensuring customer satisfaction beyond the standard service.

Discuss specific strategies you employ, such as deep-breathing techniques, staying organized, and maintaining a solution-oriented mindset. Share how these strategies have helped you in past customer service roles.

When explaining roadsurfer’s services, focus on clarity and engagement. Highlight the unique aspects of our offerings, like the variety of campervans, subscription options, and the experience of booking exceptional camping spots, ensuring you convey enthusiasm.

The most important quality for a Junior Customer Success Manager is empathy. Being able to understand and resonate with customer concerns fosters trust and nurtures strong relationships, ultimately aiding in successful resolutions and customer retention.