Customer Care Representative
Core
Manage and resolve escalated consumer care cases, technical inquiries, and complaints via phone, social media, and Salesforce to ensure exceptional customer experiences.
Role type
Senior Customer Care Representative (Technical Support)
Builds
Customer satisfaction and operational efficiency for Michelin's consumer products
Domain
Automotive / Consumer Goods
Deliverable
client delivery
Required skills
case management, CRM (Salesforce), technical diagnostics, root cause analysis, dashboard creation, user administration, second-level system support
Preferred skills
continuous improvement focus, cross-functional coordination, KPI tracking
Responsibilities
Track and resolve escalated consumer care cases via calls and social media; perform technical diagnostics and coordinate solutions with Sales, Quality, and Marketing; manage warranty claims and requests; identify improvement opportunities and root causes; create dashboards and KPI reports; administer user permissions on Salesforce and internal platforms; provide second-level support for systems and tools.
Seniority
Mid-level, hands-on IC