Job Description
Title: Customer Service Manager
Location: Paris, FR
Job Type: Temps plein
Job Desc:
We are looking for a Customer Service Manager to join our TaaS (Truck as a Service) division.
We’re working to solve some of the most challenging environmental problems in city centre, last-mile logistics, which means an opportunity to have a significant impact on the world around us, and what it will look like in the future, from your very first day.
We want to revolutionise city centre logistics in order to make urban environments better places to live and work. We’re creating the world’s safest commercial vehicles by re-imagining conventional truck design principles, thanks to our full-electric drivetrain, and thus protecting vulnerable road users. Our electric powertrain also eliminates harmful tailpipe emissions, removing harmful pollutants that contribute to climate change. A crucial part of our journey is building a team of outstanding employees who share our vision for the future and our values of safety and sustainability.
You’ll be joining a world class team, backed by top investors that all believe in the future we are creating. We have ambitious growth plans for 2021 and beyond, scaling our team and activity at an exciting pace. We are a people-led company focused around creating an exceptional business, and all employees have a high level of autonomy and a platform to make a real impact.
What you will do:
- Set up a Call centre
- To be a leader within the Volta Trucks operation and management team.
- Work proactively with the Service Centres operational departments (Service and Parts) to ensure regular meetings that drive a culture of open communication and excellent customer service.
- Ensure customer queries are logged and answered promptly working with the TaaS M & S Team, Service Centre Managers, and the Head office Teams.
- Recruit and manage a team of Call Centre Agents.
- Monitor communication, KPI’s and timescales.
- Ensure regular staff appraisals and development plans are completed
- Maintain point of contact for customers by taking personal responsibility to ensure a professional standard communication.
- Ensure accuracy of information and date regarding customer queries
We would like you to have:
- At least 2 years of call centre management experience.
- An organised and methodical manner that thrives in a fast-moving environment.
- Strong communication skills, both when dealing with customers and colleagues.
- Negotiation skills.
- A strong ability to identify customers’ needs and propose appropriate solutions.
- A friendly and helpful nature with the desire to deliver excellent customer service.
- A strong interest in setting up call centre processes and standards.
- A proactive approach which ensures that customer’s expectations are met and exceeded.
- A team-oriented attitude.
- Experience in commercial vehicle call centre and an understanding of operators’ licence and laws and regulations would be of a benefit but is not essential as training will be provided.
A typical Volta Trucks person:
- Thinks and acts in a non-traditional way.
- Closely shares our values of safety, sustainability and electrification.
- Is action-orientated, proactive and works at pace.
- Is transparent, progressive & entrepreneurial.
- Is adaptable, resilient and open to change.
What working here will be like:
- We are a small, fast-growing team so you will have a high degree of ownership and accountability, and you will be directly exposed to all areas of the business.
- We are a start-up, so don’t have a lot of structures and processes. Things change quickly and we acknowledge when we get things wrong and change direction.
- We are a diverse business, from many nationalities and backgrounds.
- We really value our people. We have a flexible & remote work environment and a great benefits package & pension scheme
- We are committed to creating a first-class work environment. Every employee has a voice and we encourage open communication