Senior Customer Care Coordinator
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In Berchem zoekt onze partner een Senior Customer Care Coordinator – Key Accounts die energie haalt uit complexe klantvragen, ownership neemt en mee het verschil maakt in een premium servicebeleving voor strategische accounts.
De verantwoordelijkheden voor deze functie zijn:
- Je bent het eerste aanspreekpunt voor vragen en verzoeken van Key Accounts en zorgt voor een snelle, correcte opvolging via de beschikbare kanalen en tools.
- Je analyseert service-issues en zet oplossingen in gang volgens SOP en afgesproken servicelevels.
- Je bewaakt een consistent hoog kwaliteitsniveau en zorgt dat dossiers tijdig en volledig worden afgehandeld.
- Je coördineert en prioriteert je workflow zodat deadlines en KPI's gehaald worden, ook op drukkere momenten.
- Je werkt nauw samen met interne teams en escaleert complexere cases professioneel en tijdig wanneer nodig.
- Je adviseert klanten helder en betrouwbaar, en bouwt mee aan vertrouwen en een duurzame samenwerking.
- Je stimuleert digitale adoptie door klanten actief wegwijs te maken in self-service en e-commerce tools waar dit past.
- Je denkt proactief mee over procesverbetering en optimalisatie binnen customer care en documentatieflows.
- Je ondersteunt collega's met kennisdeling, en neemt waar nodig een rol op in coaching/mentoring van junior profielen.
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