Escalation Manager
il y a 2 jours
The umpteenth typical telecom provider? No, we're really not that. Resting on our laurels? It’s not in our DNA. We prefer to challenge the cloud telecom market. ‘Good enough’ really isn't good enough for us. So you can expect us to be always a step ahead.
We’re growing fast, but in a sustainable and healthy way. In our organisation, people, processes and systems are in perfect balance.
Destiny is looking for an extremely customer-oriented escalation manager. He/she will be responsible of the escalation management for our customers and partners. A Destiny escalation manager knows Destiny Inside-out and ensures that all appropriate stakeholders are Involved In the escalations of our customers. With his/her eager and stress-resistant character, the escalation manager will bring Destiny to the next level of customer excellence.
**What are you going to do?**:
- You will ensure customer satisfaction by collecting the customer's feedback In escalations, translate them Into an action plan, gather the appropriate people for every action and follow-up until closure of all action points.
- You understand the urgency of the cloud telecom problems from our customers and partners and can translate them easily Into actions. As you are customer-oriented, you first look for an appropriate solution - In collaboration with other operation members - and analyse the situation more In-depth afterwards. This way, we get an organized view on the most escalated cases and their root causes.
- You will report weekly the current escalations, their status and their priority and Impact.
- You will daily update and maintain escalation records at each stage and review your process accordingly.
- You will link the escalated case with the right records In our CRM system and Identify the right customer service agent to solve the Issue.
- You will present Improvements for the escalation process.
- You will be the personal escalation point for your customers and will also proactively contact them when there are incidents or possible improvements on the company's structure.
- You will be part of the customer experience team, but will work In close collaboration with the team leads of the operations department.
- Excellent commercial and customer understanding. You are able to understand how the customer is using Destiny's services and detect the real needs and struggles of the customers with the help of other support members.
- Technical understanding of telecom and cloud communication services with ability to translate into business concepts and understand the customers' problem, but no technical hands-on required.
- Very good writing and verbal communication skills in French, Flemish and English.
- You have experience In Incident management and handling. You have the right amount of mediation skills.
- You are a patients person and have excellent listening. You can show empathy towards customers, partners and Internal colleagues, but are not afraid to say "no" when needed. You are assertive and take actions when necessary.
- You take ownership.
- You are organized, structured and are committed to follow-up actions you are coordinating. You can analyse a problem and puzzle pieces together.
- You are stress-resilient and can handle difficult situations. You don't take escalations - and therefore unhappy customers or partners - personally, but always take the bigger picture In mind.
- You can engage and motivate people to be customer-oriented and to find a solution for the customer In a collaborative way.
- A challenging position in a fast-growing scale-up with room for you to improve and grow.
- An open environment where we empower people and promote initiative-taking and new ideas.
- A competitive salary, including legal benefits, a company car with fuel card and flexible working hours.
- A growth path based on your own talents
- An exciting atmosphere with a good pat on the back once in a whileas it should be
- Our **CORE values** distinguish us from other employers:
- **Commitment**: we go for it together and strive for a long-term relationship.
- **Ownership**: taking and accepting responsibilities.
- **Respect**: every person is different, and we let everyone be themselves.
- **Empowerment**: we offer you all the help, support and tools you can think of.
-
Escalation Manager
il y a 2 jours
Zaventem, Belgique Dstny Temps pleinUn fournisseur télécom traditionnel ? Non, c’est loin d’être ce que nous sommes. Nous reposer sur nos lauriers ? Ce n’est pas dans nos habitudes. Nous préférons défier le marché de la téléphonie dans le Cloud. ‘Acceptable’, ce n’est pas assez bien pour nous. Vous pouvez être sûr que nous irons toujours un cran plus loin. Nous...
-
Escalation Manager
il y a 1 mois
Zaventem, Belgique Dstny Temps pleinOnze missie is om bedrijfscommunicatie zo makkelijk mogelijk te maken voor werknemers en klanten, vandaag én morgen. Zo bieden we KMO’s en grote bedrijven een modern all-in communicatieplatform voor telefonie, chat en video, maar ook geavanceerde connectiviteits - en beveiligingsoplossingen. Vandaag zijn er in Europa reeds meer dan 3,5 miljoen gebruikers...
-
Team Manager Service Management
il y a 2 jours
Zaventem, Belgique Dstny Temps pleinThe umpteenth typical telecom provider? No, we're really not that. Resting on our laurels? It’s not in our DNA. We prefer to challenge the cloud telecom market. ‘Good enough’ really isn't good enough for us. So you can expect us to be always a step ahead. We’re growing fast, but in a sustainable and healthy way. In our organisation, people,...
-
Project Manager
il y a 1 semaine
Zaventem, Belgique WorldLine Temps pleinThe opportunity You will join the team of project managers in charge of projects in the issuing domain. The typology of those project is very diversified moving from traditional issuing evolutions to new business and functionalities like instant issuing, new ecommerce or mobile payments, new wearable payments, new debit cards branding and processing,...
-
Procurement Manager
Il y a 7 mois
Zaventem, Belgique Abbott Laboratories Temps pleinAbbott is recruiting a **Procurement Manager** to be based in our EMEA office in Zaventem, Belgium. The Procurement Manager is responsible for the purchasing, continuity of supply, supplier relationship management and stakeholder alignment activities within the Global Procurement Technical Services category focused on the EMEA region. **Role and...
-
Project Manager
il y a 2 jours
Zaventem, Belgique HITACHI ENERGY BELGIUM Temps plein**Description** Energy System Project Manager leads the execution of projects and ensures that all related activities are performed in accordance with company policies, contractual agreements, quality standards, health, safety & environment requirements, financial targets, as well as schedule commitments. Supports the organization in process improvement to...
-
Business Test Manager
il y a 3 jours
Zaventem, Belgique Worldline Temps plein**About Worldline**Your responsibilities** - Manage ongoing Testing projects from A to Z - Evaluate the quality, costs and timings based on the project scope, project studies and customer requirements - Plan, lead, follow-up and coach the operational resources assigned on your project - Respect allowed budget - Follow blocking issues - Propose workarounds to...
-
Digital Business Manager
Il y a 5 mois
Zaventem, Belgique Pfizer Temps pleinROLE SUMMARY The PGS Digital Business Manager will be responsible for delivering strategic initiatives, support and drive projects that will accelerate the digitization of the Zaventem site. Digital transformation requires business and technical acumen, with demonstrated project and change management experience to partner with site stakeholders to...
-
Digital Business Manager
Il y a 7 mois
Zaventem, Belgique Pfizer Temps pleinROLE SUMMARY The PGS Digital Business Manager will be responsible for delivering strategic initiatives, support and drive projects that will accelerate the digitization of the Zaventem site. Digital transformation requires business and technical acumen, with demonstrated project and change management experience to partner with site stakeholders to...
-
Project Manager Process Automation
il y a 1 semaine
Zaventem, Belgique ABB Temps plein**Project Manager Process Automation**:** Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together,...
-
Sr. IT Business Manager
Il y a 7 mois
Zaventem, Belgique Inchcape Temps plein**The Sr. IT Business Manager owns the creation and delivery of the IT roadmap for Belgium (Retail and Distribution) ensuring alignment to the OEM (Original Equipment Manufacturer) strategy, Inchcape Accelerate strategy and local business requirements. The position will be the senior IT person in Belgium to work with the market Executive Team on IT strategy...
-
Facility Manager
il y a 5 jours
Zaventem, Belgique Vivaldis Interim Temps plein**Functie**: - The Facility Manager is responsible for the local maintenance plan and ensures the plan is in line with expectations and the maintenance policies. - You ensure maintenance procedures are effective and efficient, you are responsible for planning and monitoring of all maintenance, repairs, upgrades, and expansion activities of current and new...
-
Labs Site Services Team Leader tracking and Shipping
Il y a 7 mois
Zaventem, Belgique Thermo Fisher Scientific Temps plein**Responsibilities**: Global oversight of Tracking Team and Shipping Assistants. Evaluates Performance and identifies and corrects performance problems. Point of escalation for calls related to logístical issues. Ensures efficient and effective operations of the department and is responsible for quality within the section. Supervises and participates in...
-
Service Level Manager
il y a 2 jours
Zaventem, Belgique Dstny Temps pleinDestiny recherche un Service Level Manager faisant preuve d’une excellente orientation client. Il ou elle sera responsable de la gestion des niveaux de service de nos principaux clients et jouera le rôle d’intermédiaire entre les équipes opérationnelles et nos clients. Les Service Level Managers de Destiny ont une excellente connaissance de la...
-
Team Manager It-support
Il y a 7 mois
Zaventem, Belgique BASYS IT-Service Temps pleinAre you ready for new horizons? BASYS IT-Service GmbH currently provides IT services in 14 different European countries and operates in more than 30 locations, including London, Munich, Barcelona, and Prague. We help to create pragmatic solutions through our exclusive operations. Our clients place their trust in our expert and reliable service. This is what...
-
Technology Specialist Manager
il y a 7 jours
Zaventem, Belgique Microsoft Temps pleinAs we continue to grow as a Technical Specialist organization, we are hiring an enterprise technical sales manager to lead a team of Enterprise Security and Modern Work technology specialists. We are looking for passionate and experienced Technical Sales Managers to lead a team of sellers that deliver end-to-end thought leadership in the areas of modern...
-
Corporate Strategy Manager
il y a 2 jours
Zaventem, Belgique Tree Energy Solutions Temps plein**Contribute to creating a sustainable tomorrow**: Tree Energy Solutions (TES) is a green hydrogen company supplying carbon-neutral energy on-demand at industrial scale. The aim is to become a global leader in the future energy space and to provide Europe with renewable, affordable, and secure energy to diversify supply options and to help achieve the Net...
-
Associate Director of Project Management
Il y a 7 mois
Zaventem, Belgique Novasyte Temps pleinJob Overview To assist department Director in developing department strategy and team building for our Clinical eSource Solution; to ensure a high standard of service to clients and develop strategies in alignment with departmental objectives; manage key client relationships; manage direct reports. Essential Functions - Ensure consistent and outstanding...
-
Manager - Customer Success Account Management
Il y a 7 mois
Zaventem, Belgique Microsoft Temps pleinMicrosoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is cantered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. Growth mindset encourages each of us to lean in and learn what matters most to our customers, to create...
-
Coordinator of Technical Expert Team
il y a 1 semaine
Zaventem, Belgique WorldLine Temps pleinThe Opportunity Your main responsibility is to lead the Technical Expert Team Level 2 and support the Worldline Client Operations department within Customer Care Benelux & Western-Europe Organisation, together with your colleagues. In your role you will uphold the Customer Care Strategy and report to the Technical Customer Care Manager, in Brussels. Ideally...
