SERVICE DELIVERY COORDINATOR

Europcar; Paris; On-site; AUD 70,000 - 100,000; Full time

Job summary

Europcar is seeking a Customer Relationship Supervisor in Australia to lead a team delivering high-quality customer interactions across partners, brokers, outsourcing teams, and legal professionals. You will coach staff, optimize workflows, and ensure adherence to procedures and quality standards.

The role requires strong leadership, excellent communication, and a proactive approach to process improvements, with a focus on operational excellence and customer satisfaction.

Qualifications

• Experience leading customer service teams.
• Strong focus on service excellence and coaching.
• Ability to manage multiple channels and escalations.

Responsibilities

• Oversee and guide staff handling customer interactions across channels.
• Manage daily operations to ensure timely responses.
• Ensure adherence to internal procedures and quality standards.
• Update procedures to reflect best practices.
• Provide coaching and support to team members.
• Coordinate support activities for complex tasks.
• Collaborate with other departments to resolve escalations.

Skills

Leadership

Customer service

Communication

Process improvement

CRM systems

Tools

CRM software

Workflow tools

Job description

Job Description Join Our Team as a Customer Relationship Supervisor – Lead and Inspire Exceptional Customer Care! Are you passionate about leading teams, enhancing customer experiences, and driving operational excellence? We are looking for a talented Customer Relationship Supervisor to join our Customer Relationship team within the broader Sales function. In this pivotal role, you will oversee and guide employees who manage customer interactions and requests from a variety of sources, including partners, brokers, outsourcing teams, and lawyers. If you thrive in a fast-paced environment and excel at ensuring high standards of customer service, we want to hear from you!

Key Responsibilities:

• Oversee and guide employees responsible for handling customer interactions and requests received from multiple channels, such as partners, brokers, outsourcing teams, and lawyers.
• Manage workflow and daily operations to ensure all customer inquiries are addressed promptly and professionally.
• Ensure that all customer service activities are performed in line with internal procedures and quality standards.
• Update and refine customer service procedures as needed to adapt to changing business requirements and best practices.
• Provide coaching, training, and support to team members to foster a culture of continuous improvement and service excellence.
• Coordinate support activities and handle the most complex or sensitive support tasks as needed.
• Collaborate with other departments to resolve escalated issues and enhance the overall customer experience.

What We’re Looking For:

• Demonstrated experience in a customer service or customer relationship management role, preferably within a supervisory or lead capacity.
• Strong leadership skills with the ability to motivate and guide teams toward achieving service excellence.
• Excellent organizational and workflow management abilities.
• High level of professionalism and commitment to delivering outstanding customer service.
• Ability to adapt to evolving procedures and drive process improvements.
• Effective communication skills for collaborating with diverse internal and external stakeholders.

Ideal Experience

• Proven experience supervising or leading customer service teams in a fast-paced environment.
• Background in managing customer interactions from various sources, such as partners, brokers, outsourcing teams, and legal professionals.
• Track record of successfully implementing and updating internal procedures to improve customer service delivery.
• Experience in handling complex customer requests and resolving escalated issues.
• Familiarity with workflow management tools and customer relationship management (CRM) systems.

Skills & Competencies

• Strong leadership and team management skills
• Excellent communication and interpersonal abilities
• Advanced problem-solving and conflict resolution skills
• Detail-oriented with organizational capabilities
• Ability to analyze performance metrics and implement improvements
• Adaptability and a proactive approach to process enhancement

Why Join Us?

At our company, you’ll be part of a dynamic and supportive team dedicated to delivering exceptional customer experiences. We value your leadership and commitment to excellence, offering opportunities for professional growth and development. As a Customer Relationship Supervisor, you’ll play a key role in shaping our customer service standards and making a real impact on our business. Join us and help set the standard for outstanding customer care in the industry!

Europcar Mobility Group

Europcar Mobility Group is a global mobility player, with 75 years of mobility services experience and a leading position in Europe. “We help to change the way you move” is what we stand for and brings us together. We offer to individuals and businesses a wide range of car and van rental services, be it for a few hours, a few days, a week, a month or more, on-demand or on subscription, relying on a fleet of more than 250.000 vehicles, equipped with the latest engines including an increasing share of electric vehicles. Our brands address differentiated needs, use cases and expectations: Europcar® - a global leader of car rental and light commercial vehicle rental, with a premium positioning, Goldcar® - a frontrunner at providing low-cost car rental services in Europe, and Fox-Rent-A-Car®, one of the main players in the car rental market in the US, with a “value for money” positioning. Customers’ satisfaction is at the heart of the Group’s ambition and that of our more than 8,000 employees, everywhere we deliver our mobility solutions, thanks to a strong network in over 130 countries.

More info at: www.europcar-mobility-group.com

At the end of the 19th century, the car was a luxury reserved for the elite, but interested everyone, attracting crowds: in 1898, the first car show was held in Paris. Car rental will see the light a few years later, across the Atlantic, but its development will be stopped by the first and then by the Second World Wars. In the aftermath of the war, a Parisian entrepreneur revived the idea: “If you can’t afford to buy a car, why not rent one when you need it?”. His name was Raoul-Louis Mattei and in 1949, he created "L'Abonnement Automobile": a company that would later become the Compagnie Internationale Europcars, then Europcar. Its headquarters, located 11 rue du Champ de Mars also included a rental agency. The company’s success was rapid, as car rental responded to a real need. In 1951, l’Abonnement Automobile was the first company for car rental without a driver and its fleet counted 750 4 CV. Now, the Europcar Mobility Group has over 200,000 vehicles on average in its fleet and serves 5 million customers in more than 140 countries. But the vision our Group was founded upon remains the same, while being more relevant and promising than ever, as we are entering the usage and sharing economy era!