Group Head of Customer Relations Knowledge and - Paris e, France - Europcar Mobility Group

Europcar Mobility Group

Entreprise vérifiée

Paris e, France

il y a 1 semaine

Posté par:

Sophie Dupont

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Description

Company Description

À propos d'Europcar Mobility Group
Europcar Mobility Group est un acteur majeur des marchés de la mobilité.

L'objectif d'Europcar Mobility Group est d'offrir des alternatives attractives à la possession d'un véhicule, de manière responsable et durable.

Dans cette optique, le Groupe propose une large gamme de services de location de voitures et d'utilitaires - que ce soit pour quelques heures, quelques jours, une semaine, un mois ou plus - avec une flotte déjà " C02 light ", équipée des dernières motorisations, et qui sera de plus en plus " verte " dans les années à venir (plus d'1/3 de véhicules électriques et hybrides d'ici 2023).

La satisfaction des clients est au cœur de l'ambition du Groupe et de celle de ses collaborateurs.

Elle alimente également le développement continu de nouvelles offres dans les trois lignes de services du Groupe - Professionnel, Loisirs et Proximité - qui répondent aux besoins et cas d'usage spécifiques des entreprises et des particuliers.

Les grandes marques du Groupe sont:
Europcar -le leader européen de la location de voitures et de véhicules utilitaires légers,

Goldcar -le leader de la location de voitures à bas prix en Europe,

Ubeeqo - l'un des leaders européens de l'autopartage (BtoB, BtoC).

Europcar Mobility Group fournit ses solutions de mobilité dans le monde entier grâce à un réseau étendu dans plus de 140 pays (y compris des filiales en propriété exclusive - 18 en Europe, 1 aux États-Unis, 2 en Australie et en Nouvelle-Zélande - complétées par des franchises et des partenaires).

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About Europcar Mobility Group
Europcar Mobility Group is a major player in mobility markets.

Its purpose is to offer attractive alternatives to vehicle ownership, in a responsible and sustainable manner.

With this in mind, the Group offers a wide range of car and van rental services - be it for a few hours, a few days, a week, a month or more - with a fleet that is already "C02 light", equipped with the latest engines, and which will be increasingly "green" in the years to come (more than 1/3 electric and hybrid vehicles by 2023).

Customers' satisfaction is at the heart of the Group's ambition and that of its employees.

It also fuels the ongoing development of new offerings in the Group's three service lines - Professional, Leisure and Proximity - which respond to the specific needs and use cases of both businesses and individuals.

The Group's major brands are:

Europcar he European leader of car rental and light commercial vehicle rental,
Goldcar the lowcost car rental Leader in Europe,
Ubeeqo one of the European leaders of roundtrip carsharing (BtoB, BtoC).

Its mobility solutions worldwide through an extensive network in over 140 countries (including wholly owned subsidiaries - 18 in Europe, 1 in the USA, 2 in Australia and New Zealand - completed by franchises and partners).

Job Description:

Our ambition is to be our customer's mobility companion for daily life, work and travel.

One customer experience, joining the dots between car rental and car sharing (digitized customer journey, deskless automated stations, New app and check in at station) based upon our customers' feedbacks and expectations

One global customer care organization, serving 20 countries

One customer data platform, consistent among all countries and brands

EMG aims at creating a conclusive experience at every customer touchpoint.

The Customer Service department delivers a normative level of excellence in our operation support to customers, through outsourcing model, creates or adapts ways of work to answer customer's new expectations.

In this context, we aim to build an organization supporting our Operations to guarantee customers handling, by providing an effective knowledge management, from processes definition to training, and quality monitoring.

Main functions:

Develop & execute a "Knowledge & Quality" strategy to improve the way we interact with our clients in an efficient, qualitative & scalable way maintaining a high level of customer satisfaction.
To do so, collaborate closely with CS operations teams to scale initiatives related to internal content, processes, quality standards and service delivery
Define and implement our Learning Development approach

Core Missions:

Knowledge:

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Processes

To drive and maintain improvements in the processes applied by internal and external contact centers
Integrate new activities through adhoc processes definition
Steer local/central Process managers to guarantee a full consistency among territories

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Training:

Ensure that all agents, team leaders and supervisors have an indepth knowledge of the company's products, services and processes
Upon pain points identification, define coaching and improvement programs, for Agents, Supervisors and Team Leaders;
Followup on markets solutions, proposing and steerin