• What does an Escalation Manager at Dstny Belgium do?

  Dstny is looking for an extremely customer-oriented escalation manager. He/she will be responsible of the escalation management for our customers and partners. A Dstny escalation manager knows Dstny Inside-out and ensures that all appropriate stakeholders are Involved In the escalations of our customers. With his/her eager and stress-resistant character, the escalation manager will bring Dstny to the next level of customer excellence.

  What are you going to do?

• You will ensure customer satisfaction by collecting the customer's feedback In escalations, translate them Into an action plan, gather the appropriate people for every action and follow-up until closure of all action points.

• You understand the urgency of the cloud telecom problems from our customers and partners and can translate them easily Into actions. As you are customer-oriented, you first look for an appropriate solution - In collaboration with other operation members - and analyse the situation more In-depth afterwards. This way, we get an organized view on the most escalated cases and their root causes.

• You will report weekly the current escalations, their status and their priority and Impact.

• You will daily update and maintain escalation records at each stage and review your process accordingly.

• You will link the escalated case with the right records In our CRM system and Identify the right customer service agent to solve the Issue.

• You will present Improvements for the escalation process.

• You will be the personal escalation point for your customers and will also proactively contact them when there are incidents or possible improvements on the company's structure.

• You will be part of the Support team, and you will work In close collaboration with the team leads of the operations department.

What do you need to be successful in this role ?

• Excellent commercial and customer understanding.

• You are able to understand how the customer is using Destiny's services and detect the real needs and struggles of the customers with the help of other support members.

• Technical understanding of telecom and cloud communication services with ability to translate into business concepts and understand the customers' problem. Technical hands-on insights are extremely useful.

• Very good writing and verbal communication skills in French, Flemish and English.

• You have experience In Incident management and handling. You have the right amount of mediation skills.

• You are a patients person and have excellent listening. You can show empathy towards customers, partners and Internal colleagues, but are not afraid to say "no" when needed. You are assertive and take actions when necessary.

• You take ownership.

• You are organized, structured and are committed to follow-up actions you are coordinating. You can analyse a problem and puzzle pieces together.

• You are stress-resilient and can handle difficult situations. You don't take escalations - and therefore unhappy customers or partners - personally, but always take the bigger picture In mind.

• You can engage and motivate people to be customer-oriented and to find a solution for the customer In a collaborative way.

We offer you

• A challenging position in a fast-growing scale-up with room for you to improve and grow.

• An open environment where we empower people and promote initiative-taking and new ideas.

• A competitive salary, including legal benefits, a company car with fuel card and flexible working hours .

• A growth path based on your own talents

• An exciting atmosphere with a good pat on the back once in a while… as it should be!