Junior CX Support (m/w/d)

The Junior CX Support at roadsurfer is responsible for managing external reviews, responding to customer feedback, collaborating with the CX team on projects aimed at enhancing the customer journey, and analyzing customer data to create insightful reports that identify areas of improvement. This role is vital in ensuring that our #HappyRoadsurfer community has a top-notch experience every time.

To thrive as a Junior CX Support at roadsurfer, you need excellent analytical skills to interpret data effectively, strong communication abilities in both German and English, and a passion for ensuring customer satisfaction. Familiarity with data analysis tools is a plus, along with an organized and detail-oriented approach to work.

The Junior CX Support role at roadsurfer is hybrid, allowing for a mix of office presence in Munich and remote working options. We prioritize flexibility with no strict core working hours, generally expecting team members to be available between 8 AM and 6 PM.

Working as a Junior CX Support at roadsurfer comes with fantastic perks including an annual camper budget for your own adventures, the option to use a job bike for added fitness, regular team events to foster community, and numerous corporate discounts. You will also benefit from personal growth opportunities through our in-house academy.

Preparing for an interview for the Junior CX Support role at roadsurfer involves gaining a good understanding of customer experience principles, familiarizing yourself with data analysis processes, and being ready to showcase your communication skills in both German and English. Highlight your passion for improving customer journeys and be prepared to discuss how your skills align with the responsibilities of the role.

In answering this question, it's beneficial to provide specific examples where you've successfully analyzed data to enhance customer experience. Discuss the tools you used and the impact your analysis had on improving customer satisfaction, including any metrics you achieved as a result.

When addressing this question, share a structured approach to managing negative feedback, such as acknowledging the issue, apologizing for the experience, and outlining steps taken to resolve the concern. Highlight any positive outcomes or changes implemented as a result of such feedback.

Explain your preferred communication methods and tools you utilize for effective collaboration. Discuss the importance of clarity and active listening in ensuring that all team members are aligned and that information is shared promptly and accurately.

Describe a prioritization strategy that includes assessing urgency and impact. Share how you would create a plan to address customer queries methodically, ensuring that you focus on resolving critical issues while balancing other tasks.

In your response, express your personal philosophy regarding customer satisfaction, highlighting your belief in the value of providing exceptional service and the joy of making a positive difference in people's lives. Connect this motivation to your interest in the Junior CX Support role.

Discuss the resources you utilize such as industry blogs, webinars, and professional networks that help you stay informed about customer experience trends. Mention specific areas of interest and how this knowledge could be applied in the Junior CX Support role.

Share an experience where you played a critical role within a team, explaining the objective of the project, your contributions, and the successful outcome. This demonstrates collaboration skills and ability to contribute positively to future team efforts.

Articulate a plan for gathering customer feedback that includes utilizing surveys, reviews, and direct outreach. Stress the importance of making feedback collection a continuous process to ensure that customer voices are heard and workflows are adapted accordingly.

Provide an example of an initiative you took that led to a documented improvement in customer service. Focus on the step-by-step approach you took, the challenges you faced, and the measurable benefits that resulted from your efforts.

In your response, convey your enthusiasm for the company’s mission and values, and how they resonate with your career aspirations. Highlight your excitement about working with the #HappyRoadsurfer team and your eagerness to contribute to the company’s growth and customer experience strategies.