Customer Service Coordinator B2B – Mechelen

The Customer Service Coordinator answers all administrative questions (invoicing, changes, etc.) from B2B customers (SME and LE) with a view to increasing customer satisfaction and optimizing revenues. And this for all channels where the questions come in (phone, email, (registered) letters, sales, partners, other internal departments …)

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.

4. You may be asked to participate in newly developed functionalities, products or
applications via UAT, BAT (e.g. testing,…)

5. You may also be asked to train/brief new colleagues and 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.

PERSONAL SKILLS:

* 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 & English. A good level of French is a must.
* You enjoy working in a group and achieving results!

MUST:

* 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.

Job Types: Full-time, Temporary contract
Contract length: 6 months

Salary: €2,500.00 – €3,800.00 per month

Benefits:

• Company computer
• Company phone
• Food allowance
• Mileage reimbursement
• On-site gym
• Work from home

Schedule:

• Day shift
• Flexible hours
• Monday to Friday

Work Location: Hybrid remote in 2800 Mechelen