Customer Satisfaction Specialist to Volvo Cars

Who are we?
Volvo Cars is a company on a mission; to bring traditional car manufacturing into a connected, sustainable and smart future. Since 1927, we have been a brand known for our commitment to safety, creating innovative cars that make life less complicated for our consumers. In 2010, we decided to transform our business, resulting in a totally new generation of cars and technologies, as well as steady growth and record sales. Today, we’re expanding our global footprint in Europe, China and the US, and we’re on the lookout for new talent.

We are constantly pushing our own skills and abilities to drive change in the automobile industry like never before. We are looking for innovative, committed people to join us in this endeavour and create safe, sustainable and connected cars. We believe in the power of people and will challenge and support you to reach your full potential. Join us and be part of Volvo Cars’ journey into the future.

Want to join our exciting journey?

Volvo Cars is on a mission to provide freedom to move in a personal, sustainable and safe way. In a rapidly changing automotive industry, we are pushing boundaries and re-inventing traditional models of car-ownership – creating attractive mobility solutions for tomorrow. 
Who we are
Customer Care is an enthusiastic, dynamic organization within Volvo Cars, providing consumers world- class customer care by engaging them with our products, services and offers. Operating from Volvo Cars’ headquarters in Gothenburg, and Customer Care Centres across the world, Customer Care is spearheading the company’s fast transformation, building high quality, long-lasting relationships directly with our consumers. As we accelerate our online business, turning Volvocars.com into a fully-fledged online sales channel, Customer Care plays an essential role in supporting consumers as they learn about and shop for our cars.
To keep up with Volvo Cars’ bold ambitions to go electric and online, Customer Care is expanding all over the world, and developing our service offer. This will allow us to use new technology to meet consumers’ expectations, delivering personal, effortless and respectful experiences. To succeed, we need the right talent, and that’s where you come in!

Together we have a unique opportunity to shape a world-class consumer experience and be part of an exciting journey!


What you will do?
As a Customer Satisfaction Specialist (CSAT) you will drive Customer Satisfaction improvement cross organization on HUB-level, team level and on individual level. Working in the Global Operations team, very close to the consumer, you will be where the real action is. The role enables a world class consumer and employee experience by ensuring excellent Customer Satisfaction development and securing that we have the right surveys and feedback loop in place for Volvo Cars. You gather data, analyses trends and patterns, and deliver your conclusions in a structured, innovative and coaching way to management and operations.

You will also:
* Analyzes/audits customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the Customer Care Centre
* Provides structured and timely recommendations; verbal and/or written feedback to Customer Care Centre leadership, Operations and the Training teams
* Develops and conducts targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities
Continuously and actively identify, propose and support in activities to further improve quality and efficiency in how we communicate with our consumers


You and your skills:
You are a skilled communicator with the ability to communicate verbally, in writing, and through presentations, in a clear, dynamic and engaging way with several different stakeholders. Our company is fast paced so being adaptable, managing change in assignments and being able to prioritize is key for the role.

The ideal candidate will be creative, inspiring and pro-active, having good attention to detail but also the capacity and experience in leveraging technology to deliver training and coaching in new ways to our operation.

You have a minimum of 3 years work-experience in delivering training/coaching with advanced presentation skills, preferably from customer facing interactions in a contact center environment.
* General knowledge of quality standards and systems
* Being fluent in English (oral and written)
* Having a degree in Training & Development, IT, Human Resources, Business or other related field is desirable


Location: Gothenburg or other Customer Care Centre
How to learn more and apply?
If you have any questions regarding the position you are welcome to contact Head of Operations Bill (William) Casey at : william.casey@volvocars.com and for questions regarding the recruitment process, please contact recruiter Monica Willeborg at: monica.willeborg@volvocars.com
We welcome your application at the latest February 28th.
Please note that applications via email will not be accepted due to GDPR.