Process and Escalations Associate (3rd line Customer Service)

Since 2018, Voi has been on a mission to create safe, sustainable and reliable micromobility for everyone. Today we are the #1 e-scooter service in Europe, operating in 100 cities with over 250 MILLION rides to date. It has been an amazing journey and we have no intention of stopping now! To continue this journey we are looking for a Finance Associate focusing on the accounts payable process for our operations in multiple European entities. Are you ready to join the Voiage?

YOUR MISSION AT VOI

As a Process and Escalation Associate at Voi, you will be responsible for handling escalated customer issues, managing sensitive cases, and ensuring compliance with company policies and procedures.

You will play a crucial role in driving high quality delivery of customer service by working closely with the support teams and ensuring that all prerequisites for them to do their work with excellence are in place.

Within the customer experience team, you will handle and coordinate some of the most sensitive critical incidents cases with close collaboration with the stakeholders from Legal, Operations and Market Policy teams

Some of your tasks will include:

• Resolve/manage customer cases coming to the escalations team
• Manage sensitive incidents, insurance cases, cases involving authorities and senior internal stakeholders
• Manage escalated cases and collaborate with team leads for resolution and ensure the knowledge with the team leads is continuously improved.
• Conduct root cause analyses to address underlying problems to the escalations team.
• Actively participate in continuous improvement initiatives within the team.
• Providing feedback and suggestions for enhancing customer experience operations.

WHAT YOU NEED TO EMBARK

• One or more years of experience in customer support or a related field, with a proven track record of handling difficult customer interactions and resolving complex issues.
• Excellent verbal and written communication skills to effectively interact with customers and internal teams
• Experience using technology to manage customer interactions, track issues, and process claims
• Performs exceptionally well even in challenging circumstances
• Capable of meeting and exceeding job expectations even in a fast-paced environment.

WHY VOI?

Working at Voi is more than just a job; Our People Promise includes a personal Voiage where you will grow as a professional and be a part of a team and culture that builds something meaningful for society. In addition to this you’ll have the opportunity to:




Join the #1 micromobility company in Europe and one of the fastest growing scaleups
Get “skin in the game” through our employee options program
Work with inspiring, motivated and fun colleagues toward a common goal
Join the micromobility-revolution and be a part of creating sustainable cities made for living, free from noise and pollution