Customer Communication Controller

Il y a 7 mois


Brussels, Belgique Eurostar International Temps plein

Eurostar le transporteur ferroviaire à grande vitesse de référence en Europe

Rejoignez-nous et vous ferez partie d’une équipe internationale dynamique, connectée et cosmopolite qui partage le même objectif : créer une expérience de voyage unique pour nos clients.

Prêt/e à embarquer ?

Quelles sont vos missions en tant que Customer Communication Controller ?
- Permettre aux clients d'avoir des informations opérationnelles cohérentes disponibles en temps réel, y compris pendant toutes les périodes de perturbation.
- Assurer les échanges avec l'équipe IDL, le cas échéant, pour activer les options d'échange AOP et de vouchers pour les clients des trains perturbés
- Activer les options appropriées à l'aide du formulaire Carmen pour permettre aux clients de demander le remboursement des voyages annulés.
- Préparer et transmettre la communication aux clients en utilisant les canaux appropriés pour toute modification des services Eurostar.
- Assurer la liaison avec notre équipe Copy & Brand pour maintenir la maitrise du ton écrit d'Eurostar et le soutenir sur nos canaux internes et par l'intermédiaire de nos partenairesEurostar - Europe's leading high-speed rail operator

Join us and you'll be part of a dynamic, connected and cosmopolitan international team who share the same goal: to create a unique travel experience for our customers.

Ready to come on board?

What are your responsibilities as a Customer Communication Controller?
- Enabling customers to have consistent operational information available in real time, including during all periods of disruption.
- Liaise with the IDL team as appropriate to activate AOP and voucher exchange options for customers on disrupted trains.
- Activate the appropriate options using the Carmen form to enable customers to request refunds for cancelled journeys.
- Prepare and transmit communication to customers using the appropriate channels for any changes to Eurostar services.
- Liaise with our Copy & Brand team to maintain control of Eurostar's written tone and support it across our internal channels and through our partners.Eurostar - Europa's toonaangevende hogesnelheidsspoorwegmaatschappij

Sluit je bij ons aan en maak deel uit van een dynamisch, hecht en kosmopolitisch internationaal team dat hetzelfde doel nastreeft: een unieke reiservaring creëren voor onze klanten.

Klaar om aan boord te komen?

Wat zijn jouw verantwoordelijkheden als Customer Communication Controller?
- Klanten in staat stellen om consistente operationele informatie in realtime beschikbaar te hebben, ook tijdens alle perioden van verstoring.
- Contact onderhouden met het IDL-team om AOP- en voucheromwisselingsopties te activeren voor klanten op treinen met verstoringen.
- De juiste opties activeren met behulp van het Carmen-formulier zodat klanten restitutie kunnen aanvragen voor geannuleerde reizen.
- Voorbereiden en verzenden van communicatie naar klanten via de juiste kanalen voor wijzigingen aan Eurostar-diensten.
- Contact onderhouden met ons Copy & Brand-team om controle te houden over de geschreven toon van Eurostar en deze te ondersteunen in onze interne kanalen en via onze partners.

**Requirements**:
Profil
- Diplomé.e d’un niveau EQF level 5/ bac +2
- Bonne compréhension du site Web d'Eurostar, du site Web mobile ainsi que des systèmes de distribution et de centre de contact d'Eurostar.
- Compréhension de l'importance de l'expérience client et expérience de travail dans ce domaine.
- Excellentes compétences en communication écrite en français et anglais pour faciliter le travail avec le personnel interne et externe à tous les niveaux. Le néerlandais est un plus
- Capable de démontrer un engagement du travail de précision et une grande attention aux détails.
- Aptitude pour les canaux de communication numériques et sociaux.
- Capacité d'établir des priorités sous pression et de gérer efficacement différentes charges de travail.

Le poste est couvert en roulement de shifts de 7h45, assurant une présence continue
tous les jours de 7h à 22h15Profile
- EQF level 5/ bac +2 qualification
- Good understanding of the Eurostar website, mobile website and Eurostar's distribution and contact centre systems.
- Understanding of the importance of customer experience and experience of working in this area.
- Excellent written communication skills in French and English to facilitate working with internal and external staff at all levels. Dutch is a plus
- Able to demonstrate a commitment to precision work and attention to detail.
- Aptitude for digital and social communication channels.
- Ability to prioritise under pressure and manage different workloads effectively.

The position is covered by shifts of 7h45, ensuring a continuous presence every day from 7am to 10.15pmProfiel
- EQF niveau 5/ bac +2 kwalificatie
- Goed begrip van de Eurostar website, mobiele website en Eurostar's distributie
- en contactcentersystemen.
- Begrip van het belang van kla



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