Fleet Customer Care Agent | Stellantis Calex

About Us

Calex specialise in the design, development, and delivery of innovative learning programmes, predominantly within the automotive retail industry, including management, technical, aftersales and apprentice training. More recently we have begun working with forward-thinking companies within the logistics, food & beverage, and pensions sectors to enhance their training proposition via the implementation of Virtual Learning Environments, Live Broadcasting and Social Learning Platforms.

Our Corporate Vision is to ‘Deliver inspirational, technology rich, fully integrated and personalised learning programmes that deliver beyond expectation’ and we work in close partnership with our clients to identify and implement innovative and effective learning solutions.

To learn more about Calex, please visit our website at

We are currently seeking to recruit a Fleet Customer Care Agent to primarily support the Uptime Command Centre Manager (UCCM) as part of the Stellantis Fleet Customer Care in delivering objectives to minimise vehicle downtime and deliver excellence in customer satisfaction.

The successful candidate will enjoy direct contact with Fleet customers from our Dealer Network as well as internal Business functions such as Aftersales, Technical, Network Development. The core task by telephone and email is to actively listen and ask probing questions to understand the customer’s needs and determine the best course of action.

• To deliver the objectives, focusing on working to provide effective customer management and the highest standards of communication.
• Respond to Fleet Customer Care cases raised through webform or direct contact (telephone or email) in our Salesforce platform in order to learn about and address their needs, complaints, or other issues with products or services.
• Respond promptly, efficiently and accurately to customers, explaining possible solutions, and ensuring the customers feel supported and valued.
• Ensure all Stellantis customer enquiries are responded to effectively, balancing Company policies & budgets with customer expectations, with a view to maintaining customer loyalty and Stellantis Corporate values.
• Use Stellantis’ Escalation Process for special handling of specific issues / bottlenecks.
• Research, investigate and identify the root cause of ‘escalated’ Customer enquiries.
• Decide and ensure implementation of the appropriate response/resolution to the Customer enquiry.
• Maintain an close follow and active interest in the case until the problem has been resolved and the case closed.
• Understand and meet call centre metrics while providing consistent, excellent customer care.
• Ensure appropriate use of the goodwill, loss of use, mobility and buy-back budget.
• Support the Stellantis Customer Care Managers in using the results of customer cases to identify non-compliances within the company's policies & procedures and to identify the need for corrective & preventative action to be taken.
• Build lasting relationships with customers and other team members.
• Utilise training and other learning opportunities to expand knowledge of Stellantis and to find information to assist with customer resolutions.

• At least 1 year of customer service experience in a contact centre or dealership back office experience (preferred).
• Automotive knowledge or experience is preferred, or a demonstrable ability to understand automotive/technical issues and terminology.
• Positive attitude and a passion for customer care.
• Ability to be patient and friendly with all types of customers.
• Consistent level of professionalism and a conscientious work ethic.
• Flexibility and adaptability to work in a fast-paced environment.
• Ability to prioritise conflicting workload to satisfy customers under pressure.
• Strong written and verbal communication skills, able to respond with appropriate feedback avoiding slang and jargon.
• Ability to demonstrate empathy and understanding; be diplomatic, polite and apologetic where necessary.
• Computer literate – competent in Microsoft Office/Google Suite, Internet Explorer, Edge and Google Chrome (required); experience with cloud-based CRM and telephony…