Customer Services Agent

hace 6 meses

Madrid, España Michelin A tiempo completo

Customer Services Agent
- 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

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