International Customer Care Specialist - 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 du covoiturage aller-retour (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:

Key Missions in line with Europcar Group Objective:
Contributing to the performance of the international Customer Care activities (EMG Group Holding) through managing complex customer requests efficiently, respecting quality and processing time SLAs and taking part to operations continuous improvement

The international customer care specialist is responsible for following activities on all Group brands:

MANAGE CUSTOMERS REQUESTS

Analyse requests (coming from customers/partners/local customer service and/or any Europcar Mobility Group internal teams), documents and information available to you in order to propose a suitable solution to the customer in accordance with Europcar procedures
Use all the tools and means available to help you find information and resolve the dispute
Align on the finale resolution by contacting customers and other Europcar Mobility Group departments when necessary
Historize all the informations/steps to make sure processing of requests is traceable in management tools
Respect Europcar Mobility Group procedures in all requests management
Control backlog level and make sure KPIs are respected

CONTRIBUTE TO CUSTOMER SERVICE CONTINUOUS IMPROVEMENT

Followup and challenge external partners on their operational delivery
Identify recurring issues and make proposals to optimise procedures/tools and take part in optimisation workshops in order to help improve customer satisfaction
Contribute actively to the overall development of the teams and to the improvement of the quality of service in order to ensure the best possible customer satisfaction
Support on partners/countries delivered quality on operational matters by analyzing (picking or on purpose) contacts management and feedback quality team on delivery
Bring knowledge/expertise to customer engagement "tools and innovation" team by testing customer service tools evolutions

INTERNAL AND EXTERNAL RELATIONSHIPS: