Top Account Customer Service Operator

Ayvens Job Opportunity

At Ayvens, progress starts with you. Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move.

Ayvens, Società del Gruppo Société Générale, is the new global brand for sustainable mobility, born from the union of ALD Automotive and LeasePlan. The company, leader in the long-term rental sector, offers rental services and integrated mobility solutions to clients of all sizes, from large to small and medium-sized companies, professionals, private individuals, and the public administration, towards zero-emission mobility through innovation and cutting-edge technological services. In Ayvens, people make the difference, in a journey in which we are guided by four fundamental principles that characterize our culture: Collaboration, Commitment, Curiosity, Authenticity. We are looking for new resources eager to join a multinational, structured, dynamic, and inclusive context.

Purpose of the position:

Manage proactively Ayvens customers during the life of the contract, carefully analyzing their reports and ensuring an effective and satisfactory response to support requests coming from different communication channels. Provide information related to the services provided in compliance with company procedures, guidelines, and based on the assigned rotation that determines specific front-office or back-office activities.

Ensure the coverage of the role of Inplant Management Fleet Support for temporary organizational needs, taking care of the management of fleet vehicles at the Customer.

Type of contract: Fixed-term contract.

Main responsibilities:

• Apply the knowledge base/rules of engagement to support the correct management of the reports received through the different communication channels, in order to collaborate in the resolution of the problem or direct the request to the appropriate operational department in case of "third-level" assistance (e.g., administrative disputes, maintenance assistance, etc.);
• Use the company's CRM correctly to ensure both the tracking of customer information and the complete and correct management of reports;
• Acquire an in-depth knowledge of company procedures, applications used, and processes to ensure the management of a quality service;
• Collaborate in the care of the relationship with the client or the user and support them in the resolution of problems related to the use of the vehicle or in the fulfillment of requests concerning possible contractual changes and derogations;
• Support in the management of the customer taking into account the peculiarities of the different contracts and the SLAs provided, especially where penalties are present;
• Monitor the reports submitted to other departments, to contribute to ensuring the quality of the response provided to the customer;
• Support carefully the telephone management of the customers through effective and empathetic communication, correctly tracking all the reports and verifying from time to time the quality of the managed data;
• Manage the requests of all customers with the aim of fully satisfying the needs and customizing the service of assistance and the products offered in the NLT area, aiming to emerge new models of quality management;
• Support the managers in the identification of any cases of service failure;
• Collaborate with the team in the coverage of the Implant role for temporary organizational needs, in order to ensure the continuity of the presence of the operational activities of the fleet vehicles at the Plant, performing the working day on-site when necessary, and providing directly to the customer all the necessary assistance, by mail or telephone, according to what is provided by the customer contract;
• Adopt a proactive attitude towards risks, reporting anomalies and risky situations, proposing mitigation actions, strictly respecting Ayvens policies.

Skills/knowledge soft and technical-specialist:

• Diploma or Degree in humanities or economics;
• Good knowledge of the English language;
• Good knowledge of Excel, Power Point, Outlook, and the main computer tools;
• Excellent relational and teamwork skills.

Why Ayvens?

With over 3.4 million vehicles managed across more than 42 countries, we provide full-service leasing, flexible subscription services, fleet management services, and multi-mobility solutions to customers of all sizes, including large corporates, SMEs, professionals, and private individuals. By leveraging our unique position to lead the way to net zero and further shape the digital transformation of the industry, we are well-positioned to meet the evolving mobility needs of our clients and provide them with the solutions they need to thrive.

At Ayvens, we believe that our success is driven by our commitment to customer satisfaction. Our team is dedicated to delivering innovative solutions and technology-enabled services that help our customers focus on their everyday business. We're committed to sustainable mobility and have made it a core part of our strategy. In everything we do, we're guided by the principles of authenticity, curiosity, commitment, and collaboration. We aim to foster an organization that's diverse in people and ideas, where everyone can thrive and be themselves, no matter who they are.

Join us on this exciting journey as we continue to enable the transformation towards large scale adoption of sustainable mobility and provide our customers with the solutions they need to succeed. Follow our page for the latest updates, news, and insights.

*ALD Automotive | LeasePlan are rebranding to Ayvens across all 42 countries by 2025.