ABOUT OUR COMPANY
As MICHELIN Connected Fleet, a division of the Michelin Group, leader in sustainable mobility for 130 years, we specialise in connected fleet management services and solutions. We are a market leader with over 30 years expertise in a high-growth, competitive mobility technology industry. Today we serve 70,000 customers and over 600,000 vehicles globally, growing more than 10% per year, and entering at the rate of 3 new markets a year. Backed by Michelin Group and operating under the Michelin Connected Fleet name, we intend to be a major player in this market in the coming years.
OUR DREAM
We know our planet is at risk and we urgently need to find innovative ways to protect it. At Michelin, pioneering is what we do: We are innovating constantly, to explore new opportunities, with, around and beyond tires to lead the way in sustainable mobility. Our people act for change, with respect, and as leaders. We care about giving people a better way forward. Our dream is rooted in a single purpose: by 2050, Michelin will be recognised as a critical innovation leader that helped humanity conquer new frontiers. And we all work hard every day to realise this dream.
OUR PEOPLE & WAYS OF WORKING
At MICHELIN Connected Fleet, agility is not a word - it’s a lifestyle. We gather entrepreneurial minds who are not afraid to fail fast and learn quickly, every day. We think long term and act short term, we grow fast and love what we do. We believe in an inclusive working environment, building teams with a variety of backgrounds, skills, views and opinions. Among our 400 employees in Europe, we proudly benefit from around 30 nationalities. We thrive because of the diverse background and talent of our people. We nurture our team's growth with several company wide development programs - including our Diversity, Mentoring and Sustainability programs.
THE ROLE IN SHORT:
The role of a Customer Service Agent within MICHELIN Connected Fleet is key to our long-term customer satisfaction and ongoing quality initiatives. You will minimise in-life issues, identifying engineering, system, and hardware faults. The ultimate aim is to give the customer a great experience, measured through NPS, delivering on our promises and ensuring a right first-time attitude is applied to every interaction. It is a challenging technical role requiring an appetite and enthusiasm for detail, customer service, quality and refusing to lose. Troubleshooting customer queries and advising the appropriate action, you will excel at customer service interacting at various hierarchical levels (from van driver to company directors).
WHAT WILL I BE DOING:
* Working as part of a Helpdesk team with the common goal of ensuring our customers are sufficiently supported
* Carrying out remote triage and technical fixes to address issues using internal tooling
* A continuous improvement mindset - working with Technical Support & R&D teams to reduce in-life failures
* Liaising with customers and providing regular updates and feedback on reported issues
* Working directly under the supervision of the Customer Support Team Leader to ensure process and productivity measures are met
* Documenting all procedures and methodologies to ensure continuous improvement
* Managing and tracking outstanding tasks to be triaged
* Timely updating of the in-house systems, adhering to internal SLA’s
* Identify and escalate situations requiring urgent attention
* Ability to work outside of normal hours if required
* Ability to travel to Aberford UK for training if and when required in person
* Other duties as deemed necessary by the business
* Attending weekly meetings with the CS team remotely to ensure consistency of tasks and workload
TO BE SUCCESSFUL YOU WILL LIKELY HAVE:
* Previous customer service and/or contact centre experience with fluency in German and English
* A strong collaborator with great communication skills and an outstanding telephone manner.
* Experience of dealing with diverse and complex customer requirements.
* Experience of dealing with customers both over the phone and email
* Experience of working in busy, dynamic customer focused environment
* A logical thinker with attention to detail.
* Highly results orientated, with the ability to understand technical issues, manage customer expectations and diffuse difficult situations.
* The ability to prioritise and multitask while maintaining a positive outlook.