Customer Service Support
il y a 2 semaines
**Job description: Customer Service Support**
**Background**
Satellic NV. is the leading company for road charging in Belgium. With more than 500.000 domestic and international customers, Satellic is the leading toll operator in Belgium. Satellic's shareholders are T
- Systems Road User Services GmbH and Strabag. T-Systems Road User Services GmbH is offering tolling services in Germany to the national toll charger and European-wide via its daughter company Toll4Europe
GmbH. Satellic is offering the complete portfolio of tolling to the Belgium Authorities and national and international road users. We are appointed by our client Viapass, the interregional entity representing the three regions (Flanders, Walloon, and Brussels).
Satellic's primary goal is to maintain high performance while focusing on quality improvement. Satellic is on a journey to become The Quality Company. The Business Partner will join us in this collective effort.
**Your area of responsibility**
We are hiring a Customer Service Support to join our Customer Service department. You will support the operations in the department.
You will closely cooperate and communicate on operational issues with involved departments and external stakeholders in order to maintain high quality standards of services and generate high customer satisfaction.
You will coordinate with internal business areas, technical, operations, product, to service customer requests in a timely manner.
You will be responsible of maintaining the Knowledge Base and process documentation of the Customer
Service department.
**Job content**
As Customer Service Support within the Customer Service department, you are responsible for the following tasks:
- Develop and implement initiatives to enhance the service department’s effectiveness
- Analyse the customer service department’s operations and provide recommendations on improving productivity and customer satisfaction levels.
- Analyse and summarize customer issues to prepare appropriate solutions/clarifications to respond to customers.
- Maintain relationships with other internal departments and client base to improve business performance.
- Address customers and stakeholders professionally and respectfully.
- Take ownership of customer issues to follow up on outstanding requests and escalate issues when necessary.
- Analyse customer issues to develop tools and processes to increase customer satisfaction.
- Update process flowcharts and documentation for reference, training, and audit purposes
- Maintain and improve the operational procedures of the customer service department
**Your Profile**
The following experiences and skills are required:
- Passion for Customer Success
- Solution Focused - proactive in finding solutions to customer and internal issues.
- Proficient in Microsoft Office
- Knowledge of customer service practices
- 1 - 2 years of customer service experience, exposed to high operational KPIs/SLAs
- Experience in testing, release and incident management is a plus
- Data analysis experience
- Flexible and quick learner, able to adapt to continuously evolving changes at client project
- Excellent communication skills in English: verbal, written skills
- Demonstrate speed at carrying out tasks, agility, critical-thinking, and problem-solving skills, and ability to learn quickly
- Ability to navigate and advise on efforts related to complex customer requests or projects involving multiple parties and enterprise systems, escalating for assistance if needed.
- Strong teamwork mentality - a True Team Player across all levels and teams within the organization.
- Self-starter with a strong willingness to get things done under minimum supervision.
- Relentlessly High Standards. You’re not satisfied with the status quo. You thrill in your accomplishments but know it’s about constantly striving to excel.
- You are well organized, with a strong sense of responsibility and initiative.
**Generic competencies**
- Ownership: Take full responsibility for assignments, activities, decisions, and results.
- Flexibility: Adapt your behavior and approach to the situation and a changing environment.
- Drive: Actively commit to showing a positive attitude and getting the most out of every situation.
- Growth mindset: Take action to maintain your employability within the organization. Eager to learn and develop own skills
- Customer focus & User-centric: Going the extra mile for the customer (clients, other departments, or colleagues) but keeping the company’s interest in mind.
**Expert competencies**
- Creative solution orientation: Formulating and implementing innovative solutions & proposals
- Accuracy: Acting with attention to detail and focusing on avoiding mistakes.
**Job Types**: Full-time, Permanent contract
**Benefits**:
- Bicycle plan
- Cell phone reimbursement
- Christmas basket
- Company computer
- Company events
- Company phone
- Continuing education credits
- Food allowance
- Fuel card
- Hospita
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