Free2Move 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.
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 charging specialist team in coordination with local country managers
* monitor and analyze key performance indicators (KPIs) to ensure targets are met, customer satisfaction and identify areas for improvement.
* 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 on a steady basis
* 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 on your findings
* Provide on-going 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 (preferred as 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