Overview
Expleo is a global engineering, technology, and consulting service provider that partners with leading organizations to guide them through their business transformation, helping them achieve operational excellence and future-proof their businesses.
Expleo benefits from more than 50 years of experience developing complex products in automotive and aerospace, optimizing manufacturing processes, and ensuring the quality of information systems. Leveraging its deep sector knowledge and wide-ranging expertise in fields including AI engineering, digitalization, automation, cybersecurity and data science, the group’s mission is to fast-track innovation through each step of the value chain.
With a worldwide presence in 30 countries, our global footprint includes excellence centers around the world, including Romania since 1994.
Responsibilities
The Callback Agent is a customer-focused role within the Automotive Technical Assistance environment, responsible for ensuring effective and professional communication with the dealer and workshop network. The role supports the smooth management and progression of ongoing technical cases through proactive follow-up, helping maintain a consistent flow of information between dealers and Technical Assistance teams. Key activities include contacting dealers, following up on pending actions, collecting relevant feedback and ensuring that each interaction is accurately tracked and managed according to the defined process.
- Contact dealers/workshops by phone according to the assigned callback list and defined priorities.
- Follow up on pending actions or feedback requested through Technical Assistance tickets.
- Clearly explain the reason for the call and the actions or information expected from the dealer.
- Remind dealers of pending actions and encourage timely responses.
- Accurately record call outcomes and relevant information collected during the conversation.
- Keep callback monitoring tools and records accurate and up to date.
- Escalate cases requiring additional support to the appropriate team.
Qualifications
- Fluent in Italian ( both spoken and written) and intermediate-advanced English
- Ability to communicate clearly and naturally during telephone conversations.
- Good knowledge of Excel or equivalent monitoring/reporting tools.
- Previous experience in customer service, contact center, help desk, dealer support or telephone-based activities is preferred.
- Automotive or Technical Assistance experience is considered an advantage, but is not mandatory.
Essential skills
Communication & Interpersonal Skills
- Ability to communicate in Italian language in a clear, polite and assertive manner.
- Professional and customer-oriented communication style.
- Strong interpersonal and relationship-building skills.
- Ability to manage challenging conversations professionally.
Organizational & Personal Skills
- Strong follow-up mindset and attention to detail.
- Good time management and ability to manage multiple priorities.
- Proactivity and sense of ownership.
Desired skills
- Familiarity with ticketing/case-management environments is desirable.
- Experience in an international or multilingual environment is an advantage.
What do I need before I apply
- Hybrid working mode from Iasi or Bucharest, 2 days/week at the office.
Benefits
- Meal tickets
- Holiday Voucher
- Private medical insurance
- Performance bonus
- Easter and Christmas bonus
- Employee referral bonus
- Bookster subscription #LI-AT1