Customer Services Manager

Free2move eSolutions; Milano; Ibrido; EUR 40.000 - 60.000; Tempo pieno

Descrizione del lavoro

A leading mobility solutions provider is looking for a Customer Service Manager in Milan. The role involves supervising customer service operations, developing policies, and resolving customer issues effectively. The successful candidate will have a bachelor's degree, at least two years of experience in a similar role, and excellent communication skills. The position allows for a hybrid work model focusing on enhancing customer satisfaction and brand loyalty.

Competenze

• Minimum of 2 years of experience in customer service, preferably as a customer service manager.
• Familiarity with digital customer service channels.
• Excellent communication and leadership skills.

Mansioni

• Supervise day-to-day operations in the customer service department.
• Develop and implement customer service policies.
• Address and resolve escalated customer issues.

Conoscenze

Communication

Leadership

Problem-solving

Customer-focused mindset

Formazione

Bachelor’s degree in business or marketing

MBA

Strumenti

CRM tools

Descrizione del lavoro

Free2Move eSolutions is a joint venture between Stellantis and NHOA, aiming to become an international leader in the design, manufacture, and supply of e-mobility products and services.

MISSION

To lead and optimize the customer service function by delivering exceptional support experiences, fostering a customer-first culture, and driving continuous improvement in service quality, efficiency, and satisfaction. Ensuring that every customer interaction strengthens brand loyalty and contributes to business growth.

MAIN RESPONSIBILITIES

• Supervise day-to-day operations in the customer service department.
• Develop and implement customer service policies, standards, and procedures.
• Cooperate with the charging specialist team in coordination with local country managers.
• Monitor and analyze key performance indicators (KPIs) to ensure targets are met, customer satisfaction is maintained, and areas for improvement are identified.
• Prepare regular reports on customer service performance and trends.
• Address and resolve escalated customer issues in a timely and effective manner.
• Set customer satisfaction goals and coordinate with the team to meet them consistently.
• Analyze customer feedback to identify areas for improvement and implement initiatives to enhance the overall customer experience.
• Maintain accurate records and document all customer service activities and discussions.
• Assess service statistics and prepare detailed reports based on findings.
• Provide ongoing training and support to the team to improve skills and motivation.
• Collaborate with other departments to resolve cross-functional issues impacting customer service.

REQUIREMENTS & SKILLS

• Bachelor’s degree required, preferably in business or marketing; MBA highly preferred.
• Proven experience in a similar customer service management role.
• Minimum of 2 years of experience in customer service areas, preferably as a customer service manager.
• Excellent communication, leadership, and problem-solving skills.
• Familiarity with CRM tools and digital customer service channels (email, chat, social media).
• Customer-focused mindset with the ability to work well under pressure.

LANGUAGES

• English: fluent
• French: nice to have

WORK LOCATION

• Turin or Milan
• Hybrid work model