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Incident Manager (m/f), Villeurbanne





Villeurbanne, France 

Job Category:

Automotive, Customer Service, Technical

EU work permit required:


Job Reference:


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Job Description:

French - Bilingual
3 to 6 months fixed-term contracts

With 300 members of staff and yearly revenue of 130 million euros, Opteven (www.opteven.com) is a key player in France and Europe for Assistance and Mechanical Breakdown Insurance. Its growth over the past ten years in both of these sectors has built a proven track record of excellent customer service and quality benefits that our customers, both in the automotive and the insurance industries, have not failed to notice.
To join OPTEVEN is to join an innovative company, focused on CSR and confident that a company’s success is dependent on the talents of its employees.

Job description:
An Incident Manager is the main point of contact, receiving calls from customers who are broken down on the side of the road, and who is then responsible for finding a quick and straightforward solution, allowing the customer to continue his journey.
As a member of the European Customers’ team on the call center, you will be responsible for providing our UK customers travelling in Europe with quality service. Your tasks include:
  • Answering incoming calls and rapidly analyzing the customer’s situation.
  • Organizing and/or coordinating services adapted to the customer’s situation, from the breakdown service to the repatriation of the vehicle, while ensuring quality service and customer satisfaction.
  • Making sure that a file is created and that the customer’s information is shared with all necessary partners.
  • Showing that we care by listening carefully and reassuring your customers.

Job Requirements:

What we’re looking for:
More than a qualification or a diploma, we are looking for people skills, such as empathy, patience, reactivity and team spirit.
Proficiency in French is vital.
IT skills and ease of manner on the telephone are also important.
If you join our team, you will receive two weeks of theoretical training before receiving on-the-job training from a qualified coach.
Employment conditions:
Working on a 24/7 call center based in Lyon, France, you will need to be flexible, able to work variable shifts (between 7am and 11pm), as well as certain weekends. The monthly salary (before tax) is €1481, to which is added a 13th month and a half, as well as bonuses for night hours, bank holidays and Sundays. Contract length is from 3 to 6 months. Working July and August is obligatory.
OPTEVEN covers 60% of your public transport subscription and contributes towards the costs of the staff canteen.

Employment Type:

Company Info

Villeurbanne, Rhône-Alpes, France
Web Site: https://www.opteven.com/
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