Specialist Connected Car Customer Support (all genders welcome)

Kia Europe GmbH; Frankfurt; Vor Ort; EUR 45.000 - 65.000; Vollzeit

Zusammenfassung

A leading automaker in Europe is seeking a Specialist Connected Car Customer Support to enhance customer experiences with innovative connected car services. This role involves overseeing complex support tickets, collaborating with various stakeholders, and driving continuous improvement in customer support processes. Ideal candidates will have a Bachelor's degree and relevant experience in customer-facing digital products, as well as strong project management skills.

Leistungen

Competitive compensation package

Private leasing offer

Systematic off and on-the-job training

Free staff restaurant

Health Management support

Qualifikationen

• 1-2 years relevant work experience in digital customer-facing products, ideally in a start-up environment.
• Experience in automotive/mobility considered a strong asset.
• Experience in Direct-To-Consumer roles is a strong asset.

Aufgaben

• Serve as second-level support for Connected Car Services.
• Help design customer support concepts for efficient resolution.
• Manage external partners in delivering optimized support services.

Kenntnisse

Project management methods and tools

Ability to manage complex projects

Fluency in English

Knowledge of Salesforce tools

Ausbildung

Bachelor's degree in Business, Engineering or related field

Tools

Confluence

JIRA

Jobbeschreibung

Join the movement and find new inspiration.

We have an exciting opportunity as:

Specialist Connected Car Customer Support (all genders welcome)

at the Kia Connect GmbH in Frankfurt/Main, Germany.

Job mission:

As a Specialist Connected Car Customer Support, you will play a key role in delivering high-quality customer support for our cutting-edge connected car services across Europe. Your mission is to ensure excellent customer experiences, drive process efficiency, and contribute to the development of scalable support solutions for new and existing products. This role offers the opportunity to collaborate with a wide network of internal stakeholders and external partners to ensure high customer satisfaction and loyalty.

Your Responsibilities:

Second Level Customer Support for Connected Car Services:

• Serve as second-level support by overseeing and resolving complex support tickets, ensuring high customer satisfaction.

• Coordinate and prepare responses to legal requests and product-related inquiries.

• Collaborate closely with customer support providers and National Sales Companies across Europe to ensure consistent and effective support for connectivity-related services.

• Actively involve relevant teams in resolving customer complaints and gathering requirements to improve or develop new features.

• Act as the process owner for the ticketing system

• Process Monitoring & Continuous Improvement

• Measure the performance of support processes and continuously improve related KPIs.

• Manage external partners, contractors, and agencies engaged in delivering or optimizing support services.

Continuous improvement of Customer Support Process and development of Customer Support Solutions for New Products

• Support with preparation and implementation of improvements with internal stakeholders and external consultants.

• Challenge the status quo by leveraging system features and process innovations to increase support efficiency.

• Help to design customer support concepts that ensure fast resolution times and provide all parties with the necessary data and context to resolve issues effectively.

• Help to define an integrated roadmap for support-related projects in alignment with strategic goals.

• Help to coordinate customer support projects involving multiple stakeholders and tight timelines.

• Brief and collaborate with technical, legal, and commercial teams to ensure seamless implementation of support processes.

Your talents:

Education:

• Bachelor's degree in Business, Engineering or related field.
  

Experience:

• 1-2 years relevant work experience in the field of digital customer facing products ideally in a start-up environment or in an IT company

• Experience in automotive/mobility would be considered as a strong asset

• Experience working in Direct-To-Consumer role would be considered as a strong asset

• Experience with customer support would be considered as a strong asset

Skills:

• Familiar with project managementmethods and tools

• Ability to initiate, manage and deliver complex projects

• Ability to influence behavior without organizational hierarchy

• Comfortable using Agile project management tools like Confluence or JIRA

• Strong motivation to work on new and unknown topics is needed

• Independent working style combined with team spirit is required

• Knowledge about Salesforce tools is a plus (especially Service Cloud)

• Fluent in English (written and spoken), additional European languages are a plus

• Solution orientation is mandatory

Who are we?

Kia Connect was founded in 2019 as a fully owned subsidiary of Kia Europe and is therefore part of the fifth-largest automotive group in the world.

Kia is a global mobility brand with a vision to create sustainable mobility solutions for consumers, communities, and societies around the world. Founded in 1944, Kia has been building motorcycles, cars and trucks for more than 75 years.

Kia is now spearheading the popularization of electrified and battery electric vehicles, developing a growing range of mobility services while encouraging millions of people to explore the best ways of getting around. Our brand slogan – ‘Movement that inspires’ – reflects our commitment to inspire consumers through our products and services.

Our European headquarter that we closely cooperate with, Kia Europe, is the European sales and manufacturing arm of Kia Corporation. From our headquarters in Frankfurt, Germany, we lead 39 markets across Europe and the Caucasus, employing more than 5,500 persons, including about 3,500 blue collar workers in our state of the art car plant in Žilina, Slovakia.

Our headquarter is home to 37 different nationalities and this diversity is truly inspiring! This means that every day at Kia is an opportunity to learn something new and to grow personally and professionally. The mix of ambitious and dynamic employees from all over the world is the fuel to our success. Do you have what it takes to join our team? We are looking forward to getting to know you!

You will enjoy working with us if you like these things:

• A pulsating international environment. Our workforce is composed of people from 37 nations

• Playing an active and important part in the development of Kia in Europe.

• Developing new frameworks and solutions

• Demanding challenges to which you can creatively contribute

• A competitive compensation package; private leasing offer; systematic off and on-the-job training, free staff restaurant, support as concerns Health Management and more

If you’re interested to become part of our Kia team, please apply via our online portal. We are looking forward to getting to know you.