Job description

Job :

Job Description:
Reporting to the Operations Manager, the Fleet and Conveyance Manager handles customer requests and ensures timely and appropriate responses to their needs.
Main missions:
• Welcome and guide customers and drivers in taking possession of the replacement vehicle and provide necessary technical assistance; • Maintain commercial relations with customers and drivers for the service; • Assist customers or users with procedures in case of breakdown, accident, or theft of their vehicle; • Process customer requests as quickly as possible; • Track reservation files (opening, fleet monitoring, and closing) • Constantly improve service quality in terms of speed and efficiency; • Handle customer requests, listen to and understand the issue raised, follow up on these requests and ensure their proper resolution; • Qualitatively enter and process customer data on various tools (CRM Salesforce, etc.) • Assist customers in their dealings with repair networks;

Profile Sought:
Bachelor's degree or Master's degree (BAC+3 or BAC+5) in Management, Logistics, or Commerce.
Successful experience in customer relations, ideally in the automotive sector or in a call center. Required skills: • Have a professional, customer-oriented attitude (focused on the constant pursuit of quality and customer satisfaction) • Organizational and coordination skills • Good writing skills • Ability to listen, report, and communicate • Demonstrate clarity and conviction to convey ideas to other colleagues • Ability to anticipate issues and quickly solve customer problems • Be sufficiently directive and responsive with customers • Concern for profitability and cost optimization • Rigor in tracking replacement vehicle files • Ability to adapt to customer profiles (ability to handle complex calls, de-escalate conflict in case of customer complaint).