PFree2Move eSolutions is a joint venture between Stellantis ( and NHOA ( ready to become an international leader in the design, manufacture and supply of e-mobility products and services. /ppMISSION /pp 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. /ppMAIN RESPONSIBILITIES /pullisupervise day-to-day operations in the customer service department /liliDevelop and implement customer service policies, standards and procedures /lili Cooperate with charging specialist team in coordination with local country managers /lilimonitor and analyze key performance indicators (KPIs) to ensure targets are met, customer satisfaction and identify areas for improvement. /liliPrepare regular reports on customer service performance and trends. /liliaddress and resolve escalated customer issues in a timely and effective manner /lili Set customer satisfaction goals and coordinate with the team to meet them on a steady basis /liliAnalyze customer feedback to identify areas for improvement and implement initiatives to enhance the overall customer experience /lilimaintain accurate records and document all customer service activities and discussions /liliassess service statistics and prepare detailed reports on your findings /liliProvide on-going training and support to the team to improve skills and motivation /lilicollaborate with other departments to resolve cross-functional issues impacting customer service /li /ulpREQUIREMENTS SKILLS /pulliBachelor’s degree required, preferably in business or marketing. MBA highly preferred. /liliProven experience in a similar customer service management role /liliMinimum of 2 years of experience in customer service areas (preferred as customer service manager) /liliExcellent communication, leadership and problem solving skills /liliFamiliarity with CRM tools and digital customer service channels (email, chat, social media...) /liliCustomer-focused mindset with the ability to work well under pressure /li /ulpLANGUAGES: /pulliEnglish: fluent /liliFrench: nice to have /li /ulpWORK LOCATION /pulliTurin or Milan /liliHybrid /li /ul