Atlante France

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