This is EasyPark Customer Care in Hanover, Germany
Welcome! In this team, we help our customers deal with any issues they may have with our app while paying their parking fees. Phone calls, chat, emails etc.. we do it all! We're growing fast and have lots of fun. On this page you will get to meet some of your colleagues and your team lead. They will answer key questions you may have about joining the team.
Your contacts
The team
Our team is full of life and always happy to lend each other a helping hand. Scroll down to hear from some of them directly.
The team lead
From customer representative to team lead, Michelle's growth at EasyPark has been impressive. She will be your direct manager.
The recruiter
Valentina is the local Talent Acquisition Partner in Germany. Your initial phone call will be with her! Connect with her on LinkedIn here.
Your questions answered
FAQ Customer Care
-
On a typical day you will answer emails or phone calls from our customers. However, we also deal with app reviews, Paypal support questions and other means of communication.
We routinely work and collaborate with other departments and are involved in many collaborative projects. Because of this, other departments are partly staffed by former members of the customer care team.
We have open communication with our supervisors, including biweekly one to ones and weekly team meetings. We also have regular team events.
-
Need information
-
You will be measured on how many contacts (phone calls and emails) you make in a day.
We also look at whether a customer’s questions are answered fully and correctly. Logs are kept so that all relevant information about our contact history is available to all agents.
To us, communication is key, so we also want to keep track of how well the team works together.
-
With our customers and within our team, we mostly speak German. With the rest of the EasyPark Group we communicate in English. It's important for you to be able to communicate in English, as we get information from the wider group on a regular basis.
-
Most commonly we help our customers with their parking fines or any issues paying their current parking session. We sometimes get funny requests, like helping our customers find their cars :)
-
We have a learning and development ambassador in our team to ensure that we are always up to date with the latest features and common issues.
We also have a learning hub where we add new videos about learning and development every month, for example digital courses about EasyPark, our digital onboarding, and grid courses.
We discuss ideas and problems in the team and help each other find new ways to solve problems!
-
Customers reach out to us when they need help with their parking. Sometimes they need help with something minor that we can fix right away, and sometimes we need to do a bit of investigating. Either way, our biggest priority is to keep our customers happy and informed.
In some cases there will be customers that are upset over an issue, but most of the time our customers are very happy and grateful for our help.
-
There are several responsibilities which are divided within the team. You can learn more about our projects in the video “What opportunities exist within the team?”