Manager Customer Service
il y a 3 semaines
**Beschrijving van het bedrijf**:
Our industry is in constant evolution. Together with colleagues around the world, we stay ahead of changes in technology. Tomorrow's solutions are today's challenges. People and technology are building the next generation of security with us
**Functieomschrijving**:
- Het managen en coachen van het CSM team, inclusief CSM's, Service Desk Officers en Service Coördinatoren.
- Coördineren met andere afdelingen binnen ES&TS.
- Trainingsbehoeften van het team in kaart brengen en opleidingsmogelijkheden organiseren.
- Beheren van het aantal FTE’s en streven naar een optimale teamgrootte.
- Het verder uitbouwen van de CSM organisatie met een duidelijke focus op klanttevredenheid.
- Continu streven naar procesverbeteringen en het implementeren hiervan.
- Coördineren met andere afdelingen binnen ES&TS om een goede balans te vinden tussen de bedrijfs
- en klantbelangen.
- Samenwerken met het Sales team om aanvullende diensten aan bestaande klanten aan te bieden.
- Het opstellen van KPI-rapportages, waaronder de Net Promoter Score (NPS).
- Samenwerken met IT voor het implementeren van procesverbeteringen in systemen en accepteren van de nodige aanpassingen.
- Het bewaken van het CSM-budget.
- Het opstellen van overzichtrapporten over de werking van het team en klantgerelateerde gegevens.
- Beheren van de details en clausules zoals vermeld in interne beleidsdocumenten.
**Functie-eisen**:
- Bachelor of master, bij voorkeur in een IT-gerelateerde richting.
- ITIL, ITSM & CSM tooling
- Reporting tools
- Basiskennis van ISO27001 en ISO9000
- Goede kennis van moderne IT-tools (Word, Excel, Outlook)
- Vloeiend in Nederlands of Frans, goede kennis van Engels.
- Minimaal 8 jaar relevante ervaring als Customer Service Manager, waarvan mínimaal 3 jaar in een Senior CSM-rol.
- Strategisch denken en organisatietalent.
- Procesontwikkeling en -verbetering.
- Gevoel voor cijfers en nauwkeurigheid.
**Aanvullende informatie**:
- Een dynamische werkomgeving waarin je je leiderschaps
- en procesverbeteringsvaardigheden kunt inzetten en verder ontwikkelen.
- De mogelijkheid om een verschil te maken binnen een groeiend en klantgericht team.
- Aantrekkelijke arbeidsvoorwaarden en doorgroeimogelijkheden.
We help make your world a safer place. Wij hechten veel belang aan onze waarden: integriteit, hulpvaardigheid en waakzaamheid. Bij Securitas zetten we diversiteit voorop. Wij moedigen iedereen aan te solliciteren ongeacht je afkomst, leeftijd, gender of culturele en religieuze achtergrond.
Ons doel is om de wereld een veiligere plek te maken door onze klanten verschillende diensten aan te bieden zoals permanente bewaking, technologische oplossingen of training.
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