Customer Service Specialist
Descrizione dell'offerta
About Us:
Jameel Motors is the global mobility sector brand of Abdul Latif Jameel, we are expanding our operations and bringing a truly exciting brand and portfolio of products to Italy. These vehicles promise to transform the sector with innovative, eco-friendly solutions tailored to meet the needs of Italy’s drivers.
Job Summary/Objective:
In a start-up environment, the Customer Service Specialist supports the After Sales Management in the design and structuring of the customer service function, contributing to the definition of processes, channels, tools, and response standards, in line with the brand positioning and end-customer expectations.
At the same time, the role manages the first operational customer service activities and contributes to building the customer service network, laying the foundation for a future organised and scalable Customer Care area.
Key Responsibilities:
- Support the After Sales Director in defining the Customer Service operating model, including contact methods, tools, SLAs, and escalation levels.
- Manage external providers responsible for customer communications (phone, email, CRM, social media), monitoring response times and quality.
- Collect, analyse, and summarise customer feedback or complaints to contribute to service improvement.
- Collaborate with other departments (technical, spare parts, commercial) to ensure effective handling of reports and requests.
- Contribute to drafting FAQs, informative content, scripts, and response templates.
- Monitor basic service KPIs (e.g., response time, open/closed complaints, satisfaction rate).
Requirements:
- 5 years of experience in customer service, customer care, or complaints management roles, in automotive, mobility, or service industries.
- Advanced knowledge of English (interaction with HQ/Geely required).