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Customer Service Coordinator
il y a 2 semaines
The complexity of the position comes from the variety of the job content, the knowledge of the typical SME/LE products and the different systems applicable for a proper follow-up of SME/LE customers. The biggest challenge is that as a Customer Service Coordinator you not only perform operational tasks at the customer level but also have to make end-to-end decisions in your customer files. Together with a lot of talented, extraordinary colleagues who are equally passionate, you will ensure that our customers always experience an "Amazing Customer Experience". We work at incredible speed, but also super efficiently and with a lot of "fun," so "Work smart, play hard Does this approach appeal to you? Let's talk WHY ARE YOU IMPORTANT? As Customer Service Coordinator you are the first point of contact for our existing customers. You coordinate their questions within Telenet Business and offer the customers first line support and distribute and supervise other questions. The variety can be e.g: - the different types of customers, ranging from doctors' practices to banks and government institutions - the range of products for which you provide support - Your knowledge of the organization Striving for optimal customer satisfaction and revenue retention. As Customer Service Coordinator you are also the key figure between the customer and the various departments within Telenet. Moreover, you act as the first point of contact for the customer. All this will result in a good CSAT score. Tasks 1. You will handle all questions/complaints from: - B2B customers (both SME and LE) as well as inquiries from partner channels. - Internal departments such as Product Delivery, Legal, Finance, Technical, Billing & Collections, Sales,.... 2. You work end-to-end. Where possible, you solve the customer's problem at the first contact. For complex questions/situations you investigate them thoroughly and use the appropriate contact points or escalation channels (e.g. 2nd Line,...). You keep the customer informed at all times of the actions taken. You set high standards for quality and always strive for constant improvement (ACE). 3. You make improvement suggestions, you detect call or ticket drivers, missing or malfunctioning processes/procedures and deliver this feedback to the appropriate stakeholders in order to better meet customer needs. 5. You may also be asked to train/brief new colleagues. You support others by being a role model yourself. 6. You give input for the drafting of briefings, to improve know-how within and outside your own team. WHAT ARE YOU GOOD AT? You are dynamic, enthusiastic, results-oriented and have a "Good is not good enough" mentality; You have a "Customer always comes from the right" attitude; Knowledge of windows packages You have a bachelor level of thinking. You quickly process new information and enjoy learning things. Customer communication is in your blood. You are enthusiastic about technology and digitalization. Affinity with telecom is an asset. You speak fluently: Dutch, French, English You enjoy working in a group and achieving results WHAT ARE WE GOOD AT? Collaboration: we believe that best results are achieved together Openness: we believe in open and straightforward communication Responsibility: we rise to any challenge Innovation: we see new technologies, new possibilities as opportunities
