Key Account Manager - Classifieds Mobility (M/F/N)

Adevinta 2021; Paris; Sur place; EUR 30 000 - 40 000; Plein temps

Résumé du poste

Une entreprise leader dans le secteur des petites annonces recherche un expert en support client pour ses comptes clés dans le secteur automobile. Vous serez responsable de garantir la satisfaction client en analysant les problèmes et en proposant des solutions innovantes. Ce poste nécessite au moins 2 ans d'expérience, de bonnes compétences interpersonnelles et une maîtrise de Google Sheets. Une connaissance du marché automobile est un atout.

Qualifications

• Au moins 2 ans d'expérience dans un poste similaire.
• Bon niveau d'anglais (oral et écrit).

Responsabilités

• Assurer un service client de qualité pour des comptes clés dans le secteur automobile.
• Analyser les problèmes rencontrés par les clients et proposer des solutions adaptées.
• Collaborer avec les équipes internes pour résoudre les problèmes des clients.

Connaissances

Compétences interpersonnelles

Curiosité

Réactivité

Proactivité

Organisation personnelle

Capacité à prioriser

Maîtrise de Google Sheets

Connaissance du marché automobile

Description du poste

Job Objective:

To ensure excellent customer service for Classifieds Mobility's key professional car accounts, by understanding and effectively resolving their issues, while contributing to the continuous improvement of processes and the achievement of customer satisfaction and operational performance objectives.

Your role may extend to other Classifieds Mobility Customer Service brands, to help improve customer satisfaction in customer relations assignments.

Missions and Responsibilities :

Expert Customer Support:

Ensure quality customer service for key automotive accounts through multi-channel customer service management.

Understand and analyze in depth the origin of problems encountered by customers, in order to provide adapted and personalized solutions.

Anticipate customer needs and exceed their expectations by proposing innovative and relevant solutions.

Guide customers in the use of their tools and services.

Collaboration and Coordination:

Work closely with internal teams (sales, marketing, technical, etc.) to support the resolution of customer issues and ensure smooth communication.

Identify and escalate anomalies encountered by users to the relevant partners.

Continuous improvement:

Adopting AI to improve our performance and satisfaction.

Analyze customer request flows to identify trends and implement improvement actions within the customer service department.

Make proposals to improve procedures and optimize processes, with the aim of improving customer satisfaction (CSAT) and SLAs.

Monitor changes in products and commercial offers and ensure that Customer Service processes are kept up to date.

Monitoring and reporting:

Monitor internal communication channels to relay information.

Monitor trends and updates to report habitual behavior and bugs.

Be accountable for your key performance indicators and proactively monitor your individual performance to adapt if necessary.

Team spirit:

Encourage team spirit and ensure effective collaboration between team members to achieve common goals.

Qualifications and Skills Required :

At least 2 years' proven experience in a similar position

Good interpersonal skills and oral and written expression (spelling and grammar)

Curiosity, quick-wittedness, reactivity and proactivity

Mastery of google sheet is essential.

Sense of responsibility

Taste for teamwork

Ability to prioritize tasks

Personal organization and responsiveness.

Knowledge of the automotive market is a plus.

Personal organization and responsiveness.

Languages: English: good level (spoken and written)