Mobility Operations & Replacement Services Agent

Responsibilities

• Deliver world-class customer service by managing the replacement process end-to-end (requests in EBS, reservations, rental agreements, handling during and after rental) in compliance with Ayvens policies and procedures.
• Respond promptly to all requests logged in the CRM system or received via calls and emails.
• Allocate the right vehicle to reservations based on customer needs and cost efficiency.
• Create and manage transfer requests in CRM, ensuring seamless execution.
• Handle driver requests for replacement vehicles and manage related workflows.
• Complete administrative tasks, including daily operational lists, to support departmental efficiency.
• Ensure consistent alignment with external service partners (e.g., Rent-a-Car suppliers) to maintain high-quality, cost-efficient service.
• Provide on-site support at the Mobility station, assisting customers and preparing rental agreements for vehicle pick-up.
• Inspect returned vehicles and update their condition in the system.
• Plan and organize the next day's schedule for vehicle preparation and delivery to customers.
• Communicate professionally via phone and email, ensuring a friendly and helpful approach.
• Resolve customer issues and concerns using effective service techniques and escalate when necessary.
• Monitor and manage complaint handling processes, ensuring timely resolution and customer satisfaction.
• Analyze operational data (fleet utilization, idle time, service timelines, etc.) to support performance evaluation.
• Gather and share customer feedback to identify improvement opportunities and enhance operational performance.
• Participate in cross-functional projects to streamline processes, reduce operating costs, and enhance service consistency.
• Meet all agreed SLAs and KPIs, both internal and external (including Commercial and Operations departments).
• Maintain compliance with internal policies and operational standards.
• Operate within Ayvens methodologies, challenge existing processes, and contribute to KPI-driven improvements.
• Key Skills & Qualifications
• Bachelor's degree in Business Administration, Automotive Engineering, Logistics, or related field.
• Fluency in English (written and spoken)
• 2+ years of experience in mobility services, fleet management, automotive operations, or leasing industry.
• Strong customer service orientation with excellent communication skills.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Analytical mindset with a proactive approach to problem-solving and process improvement.
• Familiarity with CRM systems and operational workflows is a plus.
• Why Ayvens?
• Join us on this exciting journey as we continue to enable the transformation towards large scale adoption of sustainable mobility and provide our customers with the solutions they need to succeed. Follow our page for the latest updates, news, and insights.
• *ALD Automotive | LeasePlan are rebranding to Ayvens across all 42 countries by 2025.

Benefits

Additional Information

At Ayvens, progress starts with you. Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move. The Mobility Operations & Replacement Services Specialist is a key member of Ayvens Mobility team, acting as a brand ambassador and ensuring a seamless, efficient, and customer-focused experience. This role combines operational excellence with exceptional service delivery, managing the full lifecycle of replacement and mobility solutions while driving continuous improvement and cost optimization.

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