Customer Service Process Automation & AI Specialist
IONITY
Job Overview
Who's the hiring manager?
Sign up to PitchMeAI to discover the hiring manager's details for this job. We will also write them an intro email for you.
Job Description
Your Mission
The Customer Service Process Automation & AI Specialist designs and implements customer-focused, AI-assisted solutions that improve service quality, accessibility, and consistency across customer service channels. This role combines customer-facing AI innovation, service process automation, and AI-assisted customer insights to support Customer Excellence. In addition to customer-facing solutions, the role optimizes customer service processes through intelligent automation, reducing manual effort and enabling scalable, high-quality service delivery.
Key Accountabilities
- Customer-Facing AI Solutions: Develop and implement AI-assisted customer service solutions (e.g. chatbots, virtual agents, AI-enabled self-service). Ensure solutions meet service quality, usability, trust, and reliability standards. Pilot, validate, and scale innovative AI use cases across service channels.
- Service Quality & Process Automation: Identify and automate customer service processes to improve quality, consistency, and efficiency. Design end-to-end automated workflows supporting case handling and resolution. Monitor and continuously improve automation based on operational KPIs and quality metrics.
- AI-Assisted Customer Insights: Develop AI-assisted insights from customer service interactions (b2c and b2b) and feedback. Translate insights into actionable recommendations for service quality and journey improvements.
- Agent Enablement: Implement AI tools supporting agents (e.g. response suggestions, summarization, next-best-action). Incorporate agent feedback to improve usability and effectiveness. Support rollout, training, and adoption of automation and AI solutions.
Success Measures
- Improved customer service quality, consistency, and accessibility.
- Adoption and performance of customer-facing AI solutions.
- Measurable efficiency gains without service quality trade-offs.
- Practical customer insights actively used by Operations and CX teams.
Your Profile
- Background in customer service operations, process improvement, or automation.
- Hands-on experience with automation and AI-enabled customer service tools; JIRA knowledge a plus.
- Strong understanding of customer service workflows and KPIs.
- Analytical and solution-oriented mindset.
- Strong collaboration and communication skills.
About Us
IONITY is a joint venture of the car manufacturers BMW Group, Ford Motor Company, Hyundai Motor Group, Kia, Mercedes-Benz AG and Volkswagen Group with Audi and Porsche, along with BlackRocks Climate Infrastructure Platform as financial investor.
Key skills/competency
- Customer Service Operations
- Process Automation
- AI Solutions
- Chatbot Development
- Virtual Agents
- Self-Service Portals
- Workflow Design
- KPI Monitoring
- Data Analysis
- Agent Support Tools
How to Get Hired at IONITY
- Research IONITY's vision: Study their mission in electric mobility, values, and recent news regarding charging infrastructure expansion.
- Tailor your resume: Highlight your experience in AI, automation, and customer service specifically for this specialist role at IONITY.
- Showcase problem-solving: Prepare examples demonstrating your analytical skills and solution-oriented approach to process improvement.
- Understand EV charging: Familiarize yourself with the electric vehicle ecosystem and customer service challenges in this sector.
- Network effectively: Connect with current IONITY employees on LinkedIn for insights into company culture and roles.
Frequently Asked Questions
Find answers to common questions about this job opportunity
Explore similar opportunities that match your background