Are you passionate about resolving complex customer issues with empathy and precision?
We are looking for a Customer Relations Escalation Specialist to manage and resolve complex customer cases that require escalation beyond the first line of support. In this role, you will be a key contributor to maintaining the reputation of a prestigious global brand by delivering high-quality, fair, and customer-centric resolutions, always aligned with the brand's terms and policies. You will also support continuous improvement by identifying trends, proposing process enhancements, and mentoring frontline colleagues when appropriate.
Your daily tasks will include:
- Investigate and resolve escalated customer cases with a focus on quality, fairness, and timeliness.
- Apply policy, contractual terms, and case-specific judgment to reach balanced resolutions.
- Communicate clearly and empathetically with customers in writing and occasionally by phone.
- Liaise with internal stakeholders (e.g., Legal, Operations, Product) to gather insights and input for case handling.
- Maintain structured documentation in case management systems.
- Identify recurring issues and provide feedback to improve internal processes and customer experience.
- Support 1st line advisors with guidance and coaching on handling challenging or sensitive cases.
What we offer:
- Permanent contract from day one.
- Salary: €24-26,000 gross per year.
- Telecommuting policy of up to 50% of the monthly working hours after the adaptation period (approx. 3-6 months).
- Be part of a great team of professionals in an internationally consolidated company.
- Gain a global vision of the automotive sector by interacting with clients, suppliers, consultants, and dealerships.
- Possibility to join the Flexible Compensation Plan (medical insurance, transport card, meal card, training...).
- 23 working days of vacation per year, as stipulated by the collective agreement.
- Additional incentives for employee referral programs, internal trainers, new business opportunities, etc.