Customer Support Operations CoordinatorMICHELIN

Paris (75)CDI
Il y a 23 jours
  • Expérience min :

    • débutant à 1 an
  • Secteur :

    • Industries des composants & équipements
  • Diplômes :

    • Bac+5, Master - Magistère, MIAGE
  • Compétences :

    • Anglais
    • SAP Cloud
    • Microsoft Office
  • Lieux :

    • Paris (75)
  • Conditions :

    • CDI
    • Temps Plein
    • Télétravail partiel

L'entreprise : MICHELIN

Michelin innove avec passion pour atteindre le meilleur équilibre entre le développement des personnes, le développement économique, et le respect de la planète et de ses habitants. Leader technologique des pneumatiques, Michelin propose des solutions et des services connectés pour une mobilité plus intelligente ! L'expertise acquise par Michelin dans les matériaux durables et de haute technologie (polymères, biomatériaux, recyclage…) et des procédés industriels de pointe (impression 3D métal) est au cœur des engagements environnementaux du Groupe. En 2050, 100% des matériaux utilisés par le Groupe seront durables. La lutte contre le réchauffement climatique, la préservation de la biodiversité et le développement d'une économie circulaire sont des priorités pour Michelin. Le Groupe Michelin offre chaque jour des expériences uniques de mobilité en partageant des recommandations de voyages, d'hôtellerie et de gastronomie.

Parce que nous croyons que chacun doit pouvoir être acteur de son évolution professionnelle, nous voulons donner à tous les moyens de développer son potentiel, dans un environnement multiculturel et international, fondé sur l'inclusion des diversités et l'égalité des chances.

Rejoignez le Groupe Michelin, inspirons les vies de demain.

Description du poste

Customer Support Operations Coordinator

Reporting to the Heads of Customer Service in NYC, as our Customer Support Operations Coordinator, you'll be the operational support lead and coordinator with our global customer service team across NYC, Paris, and Bangkok which supports multiple brands and business lines including Tablet Hotels, MICHELIN Guide Restaurants and Hotels, and ViaMichelin. As our teams grow and business lines become more connected, there is a need for a key liaison between central and local teams ensuring clear, consistent communication and information sharing. This is a new role that will be pivotal in shaping the future of MICHELIN'S global customer support operations.



This role will serve as the local lead for ViaMichelin customer experience operations, the point of escalation for inquiries directed to the MICHELIN Guide restaurant team, and the operational coordinator for the customer experience team supporting hotel bookings through Tablet Hotels and MICHELIN Guide Hotels. The role also includes the consolidation of users feedbacks in order to produce product insights to be addressed to other internal services.



Chiefly, this role is the manager of up-to-date processes, tools, and resources that ensure a cohesive global customer service approach and support strategy across businesses. This entails auditing and implementing consumer facing and internal tools and data solutions that streamline customer service operations across shared businesses, technology, platforms, and audiences.



A background in high-touch customer service will be necessary in order to collaborate with different segments of the company in planning and executing projects that directly impact both customers and the department. Projects include designing and implementing live chat flows for automated answering of common inquiries, redesigning the help center and FAQs with access to live data, ensuring internal reference documents and knowledge bases (including people) have access to the latest information, and building shared templates that streamline data collection from all possible sources and channels.



The long-term vision revolves around initiatives in data collection consolidation and analysis that will help maintain activity and performance reports, identify trends and gaps that inform customer support and product strategies, and maintain our excellent customer service satisfaction rating while the team and technology scale in complexity. Collaboration with global teams necessitates professional English proficiency.

Recruitment process: If your CV is accepted, you can join us after 2 phases:

An initial distance interview.
A full day of recruitment, so that you can fully express your personality and skills.
You will then receive detailed feedback within a few days.



Salary and benefits:
- Fixed salary from €54,000 depending on profile and experience.
- Variable remuneration, profit-sharing, company savings plan, employee share ownership plan, health insurance

The role is based in Paris (Boulogne-Billancourt) with the possibility of hybrid remote work (2 days/week).


Please submit a CV both in French and English.

Description du profil

Requirements:

* 5+ years high-touch customer support experience in travel, hospitality, or related luxury and lifestyle industries
* Bachelor's degree in Tourism or Business (Master's preferred)
* Excellent oral and written communication skills in English and French (English proficiency C1) Another language would be an asset
* Good organizational and problem-solving skills
* Experience adopting and implementing global customer support solutions
* Experience with CRM platforms like Intercom and Salesforce
* Experience with business intelligence platforms like Metabase
* Experience with Microsoft 365 or other cloud-based document creation and collaboration platforms
* Skills in setting priorities

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Référence : R-2025018598_175024812503818