Customer Service Coordinator - Mechelen, België - Telenet
Beschrijving
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".
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 eg:
- 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
Tasks
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,....
- You work end-to-end.
- 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.
- You may also be asked to train/brief new colleagues. You support others by being a role model yourself.
- You give input for the drafting of briefings, to improve know-how within and outside your own team.
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
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