Atlante France

Atlante is NHOA’s new Global Business Line dedicated to build the first EV Fastcharging Network enabled by renewables, energy storage and 100% grid-integrated. The Atlante project is the result of the partnership between NHOA – which develops and invests in the network being owner and operator – Free2Move eSolutions, in the role of supplier of charging technology, and Stellantis automotive group. As Customer Service Specialist France, you are the point of reference for escalated cases coming from our first-level agents, ensuring that every complex customer situation across Atlante’s charging network is resolved with ownership and care. You oversee the performance of our outsourced customer service provider, run quality checks and training for the external team, and monitor customer sentiment across channels. You also manage Atlante’s public reputation through online reviews, turning customer feedback into clear insights for management and the internal teams. Value creation: You create value by making sure Atlante’s customers receive a consistent, reliable and empathetic experience, even in the most sensitive and urgent situations. Through structured quality monitoring, coaching and training, you raise the service standards of our outsourced provider and keep its performance aligned with agreed KPIs and SLAs. By tracking customer sentiment and analysing recurring pain points, you give management and the digital, operations, finance and product teams actionable insights to improve the service. Your contribution strengthens customer loyalty and protects Atlante’s brand reputation online, supporting the growth of our charging network.

Key Responsibilities
Escalation management
- Handle escalated cases from first-level agents, taking full ownership through to resolution
- Manage sensitive, urgent, or high-impact customer situations with empathy and professionalism
- Coordinate with internal teams (e.g. digital, operations, finance, product) to resolve complex issues External provider oversight
- Monitor the performance of our outsourced customer service provider against agreed KPIs and SLAs
- Act as the day-to-day point of contact for the provider’s team
- Identify performance gaps and agree on corrective actions Quality and training
- Run regular quality checks on tickets, calls, and chats handled by agents
- Provide structured feedback and coaching to improve consistency and service standards
- Design, update, and deliver training materials, knowledge base articles, and response templates
- Support the onboarding of new agents Customer sentiment and reviews
- Monitor customer sentiment across channels and surveys (CSAT, NPS, customer feedback)
- Respond to customer reviews on platforms such as App store, Google and socials in line with our brand tone of voice
- Analyze recurring pain points and share actionable insights with management and other teams
- 2+ years of experience in customer service
- Proven experience handling complex complaints and difficult conversations
- Experience working with or monitoring outsourced providers (BPO) is a strong plus
- Familiarity with quality assurance processes and customer service KPIs (CSAT, NPS, FCR, AHT, SLA)
- Fluent Frenchh and English, written and spoken.
- Confidence with CRM and ticketing tools (e.g. Salesforce) is a plus
- Analytical mindset, attention to detail, and a proactive, improvement-driven attitude Other information:
- Area of responsibility: Customer Service
- Geographic scope: France
- Reporting to: Head of Operations
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Location:
Milan office
- hybrid remote
- Gross Annual remuneration: between 35.000
- 40.000 gross annually according to experience, plus benefits

Location:
Paris (hybrid) This announcement is addressed to both sexes, in accordance with Law 903/77 and Legislative Decree 198/2006, and to people of all ages and nationalities, in accordance with Legislative Decrees 215/03 and 216/03 Benefit: Assicurazione sanitaria, Orario di lavoro flessibile, Permessi per malattia retribuiti, Congedo parentale retribuito, Formazione sul lavoro, Corsi di lingua, Opportunità di crescita professionale, Supporto per la salute mentale, Programma benessere, Abbonamento ai mezzi pubblici, Buoni pasto, Laptop aziendale, Telefono aziendale, Rimborso spese telefoniche, Rimborso per connessione Internet, Fondo pensione, Sconti o convenzioni aziendali esclusive, Abbonamento palestra / Rimborso fitness, Codice di abbigliamento informale, Eventi aziendali / Attività di team building, Luogo di lavoro flessibile, Gadget aziendali / Kit di benvenuto