Job Description
Missions:
Within the Mobility Customer Operations Department, you will be in charge of the following missions:
- Supervise the activity of the Customer Service teams, ensuring compliance with their qualitative and quantitative objectives.
- Manage teams and support them in their skills development
Develop and follow the definition of customer response rules and practices (telephone, emails, chats, social networks, etc.)
- Work on the evolution of processes and the organization to optimize productivity and team performance.
- Develop the customer relations policy in close collaboration with sales managers, sales administration, those responsible for software deployment and training and the product & technical teams.
- Identify customer issues and expectations and identify areas for improvement in order to participate in the product development strategy
- Design and monitor performance indicators (Csat, SLA, CES, etc.)
- Ensure that communication channels are adapted by following technological developments and the use of our customers to offer them a consistent and fluid customer experience (Competitive and technological monitoring)
- Ensure regular reporting.
Profile :
- Interpersonal skills
- Organized and methodical
- Ability to manage multiple tasks/missions at the same time
- Curious about market developments
- Project management
- Empathy and understanding of the customer
- Flexibility
Qualifications :
- Mastery of customer relations
- Team management
- Advanced knowledge of Zendesk
- comfortable in English (written/oral)
Benefits
- An attractive Base Salary.
- Participation in our Short Term Incentive plan (annual bonus).
- An excellent Equity program. This role plays a key part to the success of the organisation and therefore you will receive a piece of Adevinta every 6 months.
- Employee Stock Purchase Program with a match from Adevinta.
- Work From Anywhere: Enjoy up to 20 days a year of working from anywhere! Maybe not from the moon - well why not! just make sure you have internet connection!
- A 24/7 Employee Assistance Program for you and your family, because we care.
- Win together, lose together is one of our key behaviours. At Adevinta you will find a collaborative environment with an opportunity to explore your potential and grow.
On top of these, we also provide a range of locally relevant benefits. Wanna know more? Apply and ask our recruiters!
Company Description
We're Adevinta, a global leader in digital marketplaces. Our household name brands, including Marktplaats in the Netherlands, mobile.de in Germany and leboncoin in France, reach hundreds of millions of people every month.
We're all about matchmaking, and our sites help people find whatever they're looking for in their local communities – whether it's a car, an apartment, a sofa or a new job. Every connection made or item found makes a difference by creating a world where people share more and waste less.
Our brands are supported by global Tech Hubs in Barcelona, Amsterdam, Paris and Berlin. Their goal is to develop common global products and innovation platforms which all of our brands can use. This means using cutting edge technology to create highly scalable, customisable and secure products and components that free up development time and leverage our access to global data.
Adevinta is an equal opportunity employer and we value diversity. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.
If you feel like you don’t meet all of the requirements for this role but are interested, please consider applying anyway. Research suggests that women and individuals from underrepresented groups may self-select out of opportunities if they don’t meet 100% of the job requirements. We strongly encourage people from historically excluded groups to apply and look forward to speaking with you.
