Automotive Product Expert - Process Innovation Professional

IBM Consulting works with leading companies across industries to shape their hybrid cloud and AI journeys, supported by IBM technology and Red Hat. The role focuses on supporting customer operations by providing expert guidance on electric vehicle (EV) products, improving the customer journey, safeguarding CRM data accuracy, and strengthening product knowledge within the Customer Engagement Center.

• Experience in customer service or premium product sales, with strong customer-facing skills.
• Background or studies in the automotive sector, ideally with exposure to electric vehicles (EV).
• Solid technical understanding of vehicle functionalities and automotive concepts.
• Proven experience in commercial customer relations, preferably in a business or service-oriented environment.
• Bachelor’s or Master’s degree in Commerce, Sales, Marketing, Communication, Business Development, or Hospitality (considered an asset).
• C1 level proficiency in English, with excellent verbal and written communication skills.
• High level of comfort using social media, chat channels, and modern digital tools.
• Valid driving license.

• Support internal teams with product expertise, process clarifications, and operational guidance to ensure seamless service delivery.
• Analyze process gaps and update or enrich the knowledge base by creating, revising, translating, and publishing documentation.
• Develop clear work instructions and process descriptions for new or updated agent workflows, ensuring alignment with knowledge base standards.
• Provide expert support on complex customer inquiries requiring deep product knowledge, assisting both customers and advisors across all channels.
• Collaborate with training and quality teams to identify knowledge needs, support upskilling activities, and ensure consistent service quality.