Customer Care B2B - French Speaking; Lisbonne; H​/F

Vroomly

Vroomly is the only all-in-one digital platform that connects garages to their clients and suppliers.

With more than 6,000 active garages, Vroomly has established itself as a leader in the sector by centralizing administrative management tools, customer relations, and automotive parts ordering through a catalog of more than 2.5 million references.

As a committed player in the transformation of automotive service businesses, Vroomly is driven by a strong belief: garages are essential to the mobility and freedom of millions of people. Our goal is to provide them with simple, effective tools tailored to their daily operations to help them grow their business over the long term.

A profitable company, Vroomly is experiencing strong growth and accelerating its international expansion. The company now has 120 employees, divided between two complementary departments:

• Paris, where product, marketing, purchasing, and supply chain management are concentrated.

• Lisbon, where operations, sales, and care teams support garages in their daily development.

At Vroomly, you contribute to evolving a key sector of mobility, within a company in full acceleration.

As a Customer Care B2B, you are the voice and showcase of Vroomly to our partner garages.

Your role is to ensure an exceptional customer experience by managing routine inquiries via phone and email, resolving operational issues, and maintaining a relationship of proximity and trust with our garages in transparency through your expertise.

You work at the heart of a dynamic team to guarantee the satisfaction and retention of our partners, a key element of our growth.

Daily multi-channel support:

• Manage incoming calls on the switchboard for all Vroomly issues

• Handle requests by email and Zendesk tickets with responsiveness

• Make outbound calls for proactive follow-up on cases

• Consistently ensure optimal service quality

• Prioritize efficiently in case of high volume

• Support our garages in their parts searches

Operational management of deliveries:

• Track deliveries in real time and liaise with distributors

• Resolve logistical issues (delays, errors, lost packages)

• Decide and apply the best solution according to each situation

• Manage delivery-related complaints and proactively inform the garage

Handling parts issues:

• Manage defective parts: diagnosis, inform distributor, alternative solutions

• Support garages in their return procedures

• Perform research for specific parts on request

• Track the status of returns and manage associated complaints

Continuous improvement & collaboration:

• Be a force for proposing optimization of internal and external processes

• Identify customer requests and report them to Product & Purchasing teams

• Work closely with Sales and CSM teams for unified follow-up

• Be responsive on relevant Slack channels during escalations and ensure proper handling and information of concerned POCs

• Participate in the evolution of the growing Customer Care B2B team

Your objectives:

• Maintain a high level of customer satisfaction via CSAT by efficiently handling a large volume of requests and completing them

• Respect the quality standards defined in our quality grid (process tracking, active listening, personalization, proactive follow-up, effective resolution)

• Respect response SLAs

• Maintain a good service rate and aim for first contact resolution through in-depth process expertise

• Communicate effectively with distributors to ensure optimal processing times

• Contribute to customer retention through a proactive approach and personalized solutions

• You master support tools (Zendesk, CRM, tracking tools)

• You have experience in complex B2B customer service (at least 1 year)

• You have technical skills and can navigate several tools

• English speaking is important for our international development

• You thrive in urgency and can manage multiple cases simultaneously

• You master the art of prioritization according to business and client impact

• You have a rigorous and thorough documentation of your actions internally for quality follow-up

• Client proximity is in your DNA: you naturally create a connection

• You show empathy and can reassure in tense situations

• You adapt your relationship approach according to your interlocutors (garages, distributors, internal teams) and know how to have the right language to adapt your communication and the macros to maximize your final objective

• You own your client situations from start to finish, ensuring a client resolution each time

• You take initiatives to improve processes and the customer experience and report feedback, bugs, or any information in this sense

• You identify improvement opportunities and propose concrete solutions

• Team spirit is essential: you naturally collaborate with all departments

• You escalate at the right time and communicate effectively across departments

• You contribute to the continuous…