Job Details
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Job Description
KEY RESPONSIBILITIES
- Monitor and track the Net Service Solution (NSS) data and Interaction Data per site
- Analyse data and suggest improvement actions
- Coordinate with different stakeholders to take actions to solve customers’ problems and close pending cases within the Service Level Agreement (SLA)
- Identify common issues in the region, analyse root causes and develop improvement plans
- Close any pending customer cases after providing the correct resolution
- Timely collect and analysis the Voice of Customers (VOC), and suggest process and
- Service amendment to improve the customer satisfaction
CORE COMPETENCIES
Communication:
- Tailors communication style and content to the audience
- Prepares and delivers coherent and credible presentations
Customer Focus:
- Identifies opportunities that will benefit the customer and works in partnership with the client to drive the business forward
Analysis:
- Makes timely decisions on problems/issues requiring immediate attention.
- Recognizes symptoms that indicate problems.
Continuous Improvement:
- Monitors and analyzes process metrics to identify improvement opportunities
- Recommends ways to streamline or improve key processes
Results Orientation:
- Takes personal responsibility to make decisions and take action
- Maintains a consistent, high level of productivity
Job Requirements
- Fluency in the English Language(B2-C1),
- Proficiency in Dutch or French Language (B1-B2)
- Advanced Knowledge for Excel
- Technical background preferred in Mobile Phone or PCs
- Up to 3 years’ experience in an European Call Center
- 2-3 years of experience in process development
- Highly organized and target orientated
- Good Analyst and data driven
