Role: Customer Service Agent
Location: Aberford, LS25
On-Site: 3 days in the office
As MICHELIN Connected Fleet, a division of the Michelin Group, leader in sustainable mobility for 130 years, we specialise in connected fleet management services and solutions. We are a market leader with over 30 years of expertise in a high-growth, competitive mobility technology industry. Today, we serve 70,000 customers and over 600,000 vehicles globally, growing more than 10% per year, and entering at the rate of 3 new markets a year. Our AI (artificial intelligence) technology and ML (machine learning) algorithms ensure all fleet data delivers tangible benefits to our customers. Our insights transform operational efficiency, reduce costs, ensure the safety of drivers and goods, and reduce environmental impact, paving the way to predictive fleet management. Backed by Michelin Group and operating under the Michelin Connected Fleet name, we aim to be a major player in this market in the coming years.
OUR DREAM
We know our planet is at risk and we urgently need to find innovative ways to protect it. At Michelin, pioneering is what we do: We are innovating constantly to explore new opportunities, with, around, and beyond tires to lead the way in sustainable mobility. Our people act for change, with respect, and as leaders. We care about giving people a better way forward. Our dream is rooted in a single purpose: by 2050, Michelin will be recognized as a critical innovation leader that helped humanity conquer new frontiers. And we all work hard every day to realize this dream.
OUR PEOPLE & WAYS OF WORKING
At MICHELIN Connected Fleet, agility is not just a word - it’s a lifestyle. We gather entrepreneurial minds who are not afraid to fail fast and learn quickly, every day. We think long term and act short term, we grow fast and love what we do. We believe in an inclusive working environment, building teams with diverse backgrounds, skills, views, and opinions. Among our 400 employees in Europe, we benefit from around 30 nationalities. We thrive because of the diverse backgrounds and talents of our people. We nurture our team's growth with several company-wide development programs, including Diversity, Mentoring, and Sustainability initiatives.
THE ROLE IN SHORT:
The Customer Service Agent role within MICHELIN Connected Fleet is crucial for our long-term customer satisfaction and quality initiatives. You will minimize in-life issues by identifying engineering, system, and hardware faults. The goal is to provide an excellent customer experience, measured through NPS, delivering on our promises, and ensuring a right-first-time attitude in every interaction. This technical role requires attention to detail, customer service skills, a quality-focused mindset, and resilience. You will troubleshoot customer queries, advise on appropriate actions, and interact with various hierarchical levels, from van drivers to company directors.
WHAT WILL I BE DOING:
* Working as part of a Helpdesk team to ensure customer support
* Carrying out remote triage and technical fixes
* Working with Technical Support & R&D teams to reduce failures
* Liaising with customers, providing updates and feedback
* Reporting to the Customer Support Team Leader
* Documenting procedures and methodologies
* Managing and tracking tasks
* Updating in-house systems promptly
* Escalating urgent situations
* Working outside normal hours if needed
* Performing other duties as required
TO BE SUCCESSFUL YOU WILL LIKELY HAVE:
* At least 2 years’ experience in Customer Service, fluent in English, with additional languages beneficial
* Strong communication skills and an outstanding telephone manner
* Experience handling diverse customer requirements
* Experience over phone and email
* Ability to work in a busy, dynamic environment
* Attention to detail and logical thinking
* Results-oriented, with technical understanding and customer management skills
* Ability to prioritize and multitask positively
We offer flexible working arrangements to support work-life balance, including remote and collaborative work, and flexible hours.
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