Customer Service Agent

Role: Customer Service Agent

Location: Aberford, LS25

On-Site: 3 days in the office

As MICHELIN Connected Fleet, a division of the Michelin Group, leader in sustainable mobility for 130 years, we specialise in connected fleet management services and solutions. We are a market leader with over 30 years expertise in a high-growth, competitive mobility technology industry. Today we serve 70,000 customers and over 600,000 vehicles globally, growing more than 10% per year, and entering at the rate of 3 new markets a year. Our AI (artificial intelligence) technology and ML (machine learning) algorithms ensure all fleet data delivers tangible benefits to our customers. Our insights transform operational efficiency, reducing costs, ensuring the safety of drivers and goods while reducing environmental impact, paving the way to predictive fleet management. Backed by Michelin Group and operating under the Michelin Connected Fleet name, we will be a major player in this market in the coming years.

OUR DREAM

We know our planet is at risk and we urgently need to find innovative ways to protect it. At Michelin, pioneering is what we do: We are innovating constantly, to explore new opportunities, with, around and beyond tires to lead the way in sustainable mobility. Our people act for change, with respect, and as leaders. We care about giving people a better way forward. Our dream is rooted in a single purpose: by 2050, Michelin will be recognised as a critical innovation leader that helped humanity conquer new frontiers. And we all work hard every day to realise this dream.

OUR PEOPLE & WAYS OF WORKING

At MICHELIN Connected Fleet, agility is not a word - it’s a lifestyle. We gather entrepreneurial minds who are not afraid to fail fast and learn quickly, every day. We think long term and act short term, we grow fast and love what we do. We believe in an inclusive working environment, building teams with a variety of backgrounds, skills, views and opinions. Among our 400 employees in Europe, we proudly benefit from around 30 nationalities. We thrive because of the diverse background and talent of our people. We nurture our team's growth with several companywide development programs - including our Diversity, Mentoring and Sustainability programs.

THE ROLE IN SHORT:

The role of a Customer Service Agent within MICHELIN Connected Fleet is key to our long-term customer satisfaction and ongoing quality initiatives. You will minimise in-life issues, identifying engineering, system, and hardware faults. The ultimate aim is to give the customer a great experience, measured through NPS, delivering on our promises and ensuring a right first-time attitude is applied to every interaction. It is a challenging technical role requiring an appetite and enthusiasm for detail, customer service, quality and refusing to lose. Troubleshooting customer queries and advising the appropriate action, you will excel at customer service interacting at various hierarchical levels (from van driver to company directors)

WHAT WILL I BE DOING:

• Working as part of a Helpdesk team with the common goal of ensuring our customers are sufficiently supported
• Carrying out remote triage and technical fixes to address issues
• A continuous improvement mindset - working with Technical Support & R&D teams to reduce in-life failures
• Liaising with customers and providing regular updates and feedback on reported issues
• Working directly under the supervision of the Customer Support Team Leader
• Documenting all procedures and methodologies
• Managing and tracking outstanding tasks to be triaged
• Timely updating of the in-house systems
• Identify and escalate situations requiring urgent attention
• Ability to work outside of normal hours if required
• Other duties as deemed necessary by the business

TO BE SUCCESSFUL YOU WILL LIKELY HAVE:

• A Minimum of 2 years’ experience of working in a Customer Service environment with fluency in English, French and/or another language (beneficial)
• A strong collaborator with great communication skills and an outstanding telephone manner.
• Experience of dealing with diverse and complex customer requirements.
• Experience of dealing with customers both over the phone and email
• Experience of working in busy, dynamic customer focused environment
• A logical thinker with attention to detail.
• Highly results orientated, with the ability to understand technical issues, manage customer expectations and diffuse difficult situations.
• The ability to prioritise and multitask while maintaining a positive outlook.

Work-life balance is important to us at Michelin Connected Fleet, so we offer our teams as much flexibility as possible in line with the needs of their role. We trust our teams to know how they work best, combining remote and collaborative working, with a flexible approach to hours. This allows our people the time and space for life outside of work.