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Get to Know Joffrey Dorchy, Head of Customer Service at Autohero France
1 March 2024
Leading the charge in ensuring customer satisfaction at Autohero France, Joffrey Dorchy, our Head of Customer Service, has been instrumental in refining the customer journey. With a keen focus on optimizing the interplay between administration, customer service, and after-sales support, his role is central to our mission of delivering excellence at every customer touchpoint. We recently caught up with Joffrey to delve into his extensive role and his journey of personal and professional development at Autohero over the past two years.
Can you tell us about your role in the company?
As the Head of Customer Service at Autohero France, I lead three key departments that are instrumental in ensuring our customers enjoy a seamless journey from start to finish. First, the Administration department handles the important task of managing vehicle files, which includes everything from receiving and storing them to dispatching the necessary delivery documents. Second, the Customer Service department plays an active role in guiding our customers, keeping a vigilant eye on delivery times, and maintaining seamless communication between production and logistics. It's all about keeping our customers informed and reassured about their vehicle's journey. Third, the After-sales service department is dedicated to continuing our commitment to customer satisfaction post-purchase. We uphold our sales and warranty conditions and are always ready to address any customer concerns, ensuring every customer feels valued and satisfied with their purchase.
Beyond managing these departments, I closely monitor both internal indicators, like the Net Promoter Score, and external online reputation platforms, such as Trustpilot and Google. In today's digital age, nearly half of our customers turn to these platforms before making a purchase. Engaging with this feedback positively, whether it's showing appreciation to our customer promoters or addressing concerns, is crucial. In essence, my role is about fostering a culture of trust and excellence, making every customer's journey with Autohero France not just satisfactory but memorable.
What has been your most important learning experience at the company?
One of my most significant learning experiences, and one that continues to evolve, is gaining technical and mechanical expertise. While I have some foundational knowledge, my eagerness to learn has grown, and I get to learn every day alongside the experts in the company. Beyond the technical aspect, mastering the art of management has been equally crucial. At Autohero, I've learned the immense value of transformational and inspirational management. This approach has not only helped me in guiding my teams towards greater skill and autonomy but has also become a principle I apply daily in my work.
What are the essential skills and traits required to excel in your position?
You need to be able to take a step back and analyze each customer case with a factual lens. Every decision must carefully balance the customer's interests with the company's, ensuring that both parties’ needs are met effectively. Furthermore, as a manager, it's imperative to lead by example and excel in communicating the core values we cherish at Autohero. My role involves inspiring everyone on the team to commit to excellence in their respective tasks and fostering an environment that encourages open exchange and mutual support. This blend of critical thinking, customer-centric decision-making, and inspirational leadership are the cornerstones of success in my role.
How has your role evolved since you joined the company?
My work has evolved significantly as we've strategically structured the various departments, appointing dedicated managers to each. We've made substantial improvements to the tools we utilize, all aimed at enhancing efficiency and the quality of our service. Change is a constant here; every week brings something new, whether in our offerings, the customer journey, or operational methodologies. The scope of our work is vast, fostering an environment of continuous learning. Moreover, we're always developing new indicators to meticulously measure our day-to-day performance, ensuring we remain on the cutting edge of service excellence.
Look out for more Get-To-Knows from our AUTO1 Group colleagues in various markets; each with their own unique stories and experiences to tell. To start your story, find the list of open positions on our careers page.