Service Representative

NIO develops smart premium electric cars with a focus on luxury and ultimate customer experience. NIO offers more than sustainable mobility, including high-end NIO Houses, advanced swap stations for high-voltage batteries (100% charged in 5 minutes), and our collaboration with 500+ designers for NIO lifestyle products. We have a European design center in Munich and R&D in Silicon Valley and Oxford. All of this supports the mission to create a joyful lifestyle.

NIO is already a strong and rapidly growing brand in China with over 470.000 electric cars. Recently, NIO started entering the European market, with the launch in Norway in 2021. In Europe, over 700 people already work for NIO. Now, various other countries, including the Netherlands, will follow. If you are looking for a challenging role where you will help establish a new, strong, and technologically advanced electric car brand in the market, then this is your chance. In this role, you can pioneer and undertake activities for a global player with investment power.

Job Responsibilities

As Service Representative, you will be the main contact point for our Users’ concerns and questions regarding their Service needs. You will be managing and scheduling the day to day Service requests and will be responsible for a worry free service experience for our Users, carried out within our network and/or by our Service partners for maintenance, tires and (damage) repairs, as well as coordinating the pick-up and return of User cars and provision, courtesy cars and additional mobility requirements.

You will be reporting to the Manager Service Planning & Strategy and will have an impact on all relevant Service Operations KPIs of which the User Satisfaction is our main Priority.

Job responsibilities

• Representation of a User centric, premium brand in your daily interaction with our Users, internal departments and NIO’s Service partners in The Netherlands through phone calls, emails, communication apps and face to face situations.
• Precise and efficient documentation of User requests and complaints, User vehicle status and repair leadtimes. You will also be responsible for an optimized dispatching of repair, maintenance and potential damage repair jobs across the NIO Service network.
• Keep continued communication between Users, Service locations and Customer Contact Center to guarantee full insight on repair status, repair lead times and User expectations.
• Informing Users on NIO services, Service packages, Accessories and spare parts.
• Supervision and management of the scheduled Service bookings and workflow.
• Spare parts coordination with the internal Parts team and the network.
• Handle and administrate in- and outgoing invoices for carried out services and carry out payment process with the User or leasing company.
• If necessary, process and solve User complaints regarding the provided services.
• Pro-actively participate in continuous improvement of our services and user journey.

Job Requirements:

• At least 3 years of professional experience, preferably in User service management or in a comparable position with a vehicle dealer in the premium automobile segment.
• Excellent computer skills, confident handling of MS Office (Excel, PowerPoint and Word)
• Strong focus on User satisfaction
• Open and communicative personality with strong analysis and negotiation skills as well as entrepreneurial spirit.
• Very good written and spoken Dutch and English language skills. Additional foreign language skills are an advantage.

This isn’t just another job. It’s an opportunity to join a movement to change the mobility experience for everyone. If you find that as exciting as we do, come join us!

NIO as a Global User Enterprise has organized its business globally. Depending on the job you are applying for, it may be necessary to involve hiring managers outside the European Economic Area (EEA), that are engaged at another NIO group company, such as NIO Co., Ltd located in Shanghai, China or NIO USA Inc, Palo Alto, USA. If data is processed in countries outside the EEA, NIO uses standard contractual clauses published by the European Commission, with appropriate technical and organizational measures, to ensure that your personal data is processed in accordance with European data protection standards..

We look forward to hearing from you!