Quality/Service Excellence
Quality/ Service Excellence
Purpose of Role:
Understand the key drivers of customer satisfaction and research findings to deliver service excellence on an ongoing basis in a Service Desk environment.
Front line, technically-aware customer service agents who demonstrate excellent customer care skills such that customers that they call/call them are left ?delighted? with the experience.
Good knowledge of 3 languages (Dutch-French-English) is needed for this Belgium based role.
Key Responsibilities:
? Works on the customer service helpdesk and answer and pro-actively make calls to resolve customer issues.
? Manage supplier activities (e.g. really driving/escalating 3rd party agents to dispatch and repair faults to meet our service level agreements).
? Establish, lead and take part in work packages projects and programmes as part of Customer Dissatisfaction/New Wave projects/Improvement initiatives.
? Review current service levels.
? May be accountable for Customer Service key metrics in order to control quality and productivity targets in CS.
? Monitor, analyse and report performance against defined targets in scorecard criteria, co-ordinate customer service satisfaction surveys for CS.
Business Impact:
? High impact on customer satisfaction and retention.
Authority/Decision Making:
? Refers non-standard/ or highly technical queries/decisions upwards.
Skills/Experience:
? Customer service background/ability to identify and track measures required.
