Our client offers landline and mobile telephony, messaging, data, collaborative work, hosting, and cloud services. Their goal is to simplify corporate telecommunications.
They are looking for a new talent to join the "Customer Success" department as Customer Success Officer. This is the department responsible for handling daily partner requests related to administrative, commercial, accounting, and technical issues. Its main goal is simple: partner satisfaction.
- Respond to the customer and assist them by phone and email
- Manage complaints from external entities (suppliers, police, ethics committee, PXS...).
- Create new accounts and establish new procedures for partners.
- Establish a correct and up-to-date database for accurate billing (migration).
- Conduct "portations" (partners, agents, direct clients...).
- Ensure that the processes established with the IT team are followed and optimal (maintaining the knowledge base) Maintain continuous contact with the IT department to provide first-level support.
- Ensure good communication is established with all individuals/departments involved in customer requests/modifications
- Resolve all issues related to orders (proactive tracking from A to Z) Provide information on other products/services
- Report all issues to enhance company accuracy and efficiency Reporting of all requests from new customers to adapt/create products and increase revenue
Propose new strategies to increase retention Report and provide feedback on:
- Number of calls per period.
- Distribution by call type per period.
- Number of IN customers at any given time.
- Number of OUT customers at the same time.
- Redistribution concerning departure reasons and solutions.
Proficiency in MS Word, MS Excel, and MS Outlook Computer knowledge such as:
- Computer networks (IP addresses, NAT, routing, etc.).
- xDSL/FTTH/FTTO technologies.
- Router configuration.
- Firewall configuration (basic).
- Excellent verbal and written communication skills.
- Good sense of planning and organization.
- Problem-solving mindset Adaptability to change Team spirit.
- Independent and seeking challenges.
- Energetic, conscientious, and meticulous.
- Fluent in Dutch, French, and English (written and spoken).
- Intellectually stimulating and diverse position.
- Pleasant working environment in a "startup" mentality structure.
- Attractive salary and benefits Company car/fuel card.