À propos d’Europcar Mobility Group

Europcar Mobility Group est un acteur majeur des marchés de la mobilité.

L'objectif d'Europcar Mobility Group est d'offrir des alternatives attractives à la possession d'un véhicule, de manière responsable et durable. Dans cette optique, le Groupe propose une large gamme de services de location de voitures et d'utilitaires - que ce soit pour quelques heures, quelques jours, une semaine, un mois ou plus - avec une flotte déjà " C02 light ", équipée des dernières motorisations, et qui sera de plus en plus " verte " dans les années à venir (plus d'1/3 de véhicules électriques et hybrides d'ici 2023).

La satisfaction des clients est au cœur de l'ambition du Groupe et de celle de ses collaborateurs. Elle alimente également le développement continu de nouvelles offres dans les trois lignes de services du Groupe - Professionnel, Loisirs et Proximité - qui répondent aux besoins et cas d'usage spécifiques des entreprises et des particuliers. 

Les  grandes marques du Groupe sont :

Europcar® -le leader européen de la location de voitures et de véhicules utilitaires légers, 

Goldcar® -le leader de la location de voitures à bas prix en Europe, 

Ubeeqo® – l'un des leaders européens de l'autopartage (BtoB, BtoC). 

Europcar Mobility Group fournit ses solutions de mobilité dans le monde entier grâce à un réseau étendu dans plus de 140 pays (y compris des filiales en propriété exclusive - 18 en Europe, 1 aux États-Unis, 2 en Australie et en Nouvelle-Zélande - complétées par des franchises et des partenaires).

Plus d’informations sur: www.europcar-mobility-group.com

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About Europcar Mobility Group

Europcar Mobility Group is a major player in mobility markets.

Its purpose is to offer attractive alternatives to vehicle ownership, in a responsible and sustainable manner. With this in mind, the Group offers a wide range of car and van rental services – be it for a few hours, a few days, a week, a month or more – with a fleet that is already "C02 light", equipped with the latest engines, and which will be increasingly "green" in the years to come (more than 1/3 electric and hybrid vehicles by 2023).

Customers’ satisfaction is at the heart of the Group’s ambition and that of its employees. It also fuels the ongoing development of new offerings in the Group's three service lines - Professional, Leisure and Proximity - which respond to the specific needs and use cases of both businesses and individuals. 

The Group’s major brands are: 

• Europcar® - the European leader of car rental and light commercial vehicle rental, 
• Goldcar® - the low-cost car rental Leader in Europe,
• Ubeeqo® – one of the European leaders of round-trip car-sharing (BtoB, BtoC). 

Its mobility solutions worldwide through an extensive network in over 140 countries (including wholly owned subsidiaries – 18 in Europe, 1 in the USA, 2 in Australia and New Zealand – completed by franchises and partners).

Further details available at: www.europcar-mobility-group.com

Our ambition is to be our customer’s mobility companion for daily life, work and travel.

• One customer experience, joining the dots between car rental and car sharing (digitized customer journey, deskless automated stations, New app and check in at station) based upon our customers’ feedbacks and expectations

• One global customer care organization, serving 20 countries

• One customer data platform, consistent among all countries and brands

Europcar Mobility Group aims at creating a conclusive experience at every customer touchpoint.

The Customer Care department delivers a normative level of excellence in our operation support to customers, through outsourcing model, creates or adapts ways of work to answer customer’s new expectations.

In this context, we are looking to strengthen our Customer Care division by recruiting an International Customer Care Specialist (H/F) whose main mission will be to contribute to the performance of the international Customer Care activities (EMG Group Holding) by effectively managing complex customer requests, complying with quality and processing time SLAs and participating in the continuous improvement of operations.

The international customer care specialist will be responsible for following activities on all Group brands:

Manage Customer Requests:

• Handle requests escalating to Europcar International (ECI) Customer Service team via several sources (not limited to, examples: direct customers emails/webtocase, social media, internal/outsourcing teams, data protection, conciliation, lawyers, partners/brokers, …)

• Analyse requests (coming from customers/partners/local customer service and/or any Europcar Mobility Group internal teams), documents and information available to you in order to propose a suitable solution to the customer in accordance with Europcar procedures

• Use all the tools and means available to help you find information and resolve the dispute

• Align on the finale resolution by contacting customers and other EMG departments when necessary

• Historize all the informations/steps to make sure  processing of requests is traceable in management tools

• Respect Europcar Mobility Group procedures in all requests management

• Control backlog level and make sure KPIs are respected

Contribute to Customer Service Continuous improvement :

• Support external partners in their operational duties especially via knowledge sharing, controlling processes application and tickets review/validation

• Follow-up and challenge external partners on their operational delivery

• Identify recurring issues and make proposals to optimise procedures/tools and take part in optimisation workshops in order to help improve customer satisfaction 

• Contribute actively to the overall development of the teams and to the improvement of the quality of service in order to ensure the best possible customer satisfaction

• Support on partners/countries delivered quality on operational matters by analyzing (picking or on purpose) contacts management and feedback quality team on delivery

• Bring knowledge/expertise to customer engagement “tools and innovation” team by testing customer service tools evolutions

Internal and external Relationships :

• External outsourcing partners

• Partners/brokers

• Customer Engagement central function including “tools & innovation” and “knowledge & quality”

• Local customer service teams and franchisees

• Central functions: legal, international coverage, partnership, sales, operations, digital and marketing

Level of education and experience:

• University degree

• Experience within customer service environment (1 year minimum)

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Linguistic skills

• French: Native or fluent

• English: Fluent (mandatory as it's our working language)

Mobility : Occasional business travel may be required (Ex : Maroc..)

Technical Competencies :

• Knowledge of customer management standards

• Knowledge of Salesforce service cloud (or other CRM tool) would be a plus

Behavioural skills : 

• Profile required for this type of position :

  • Analytical mind (Ability to analyse and summarise)

  • Rigour and method

  • Spirit of initiative and strength of proposal

  • Quality and customer satisfaction driven (sense of the service)

  • Motivation to learn

• Team work

  • Very good interpersonal skills (Empathy, Team spirit, Adaptability / agility / flexibility)

  • Autonomy

  • Willingness to contribute to a company transformation

• Communication skills (Verbal and written, clarity of expression)

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin or on a basis of disabilityze