Mobistar
Mobistar is one of the main actors in the world of telecommunications in Belgium and Luxembourg, active in mobile telephony, fixed telephony, ADSL and on other markets with a strong growth potential. The company develops innovative products and services for the residential and the business market. Mobistar is listed on the Brussels Stock Exchange and is part of the France Télécom group.
Customer Service Teamleader - Retention
Description de la fonction
As Customer Service Teamleader you manage a team of Customer Service Representatives (CSR) and ensure effectiveness and continuous improvement of the daily operations within a specific domain of front or back customer service. Your challenge: Recruit, coach, motivate and evaluate a team of CSR's. Detect areas of development in terms of competencies and knowledge and initiate necessary corrective actions. Translate group objectives into team objectives, communicate them to the team and management and take all necessary actions to reach the defined objectives. Guarantee that the Service Level Agreements with customers and Operational Level Agreements with internal clients and suppliers/partners are known, applied and respected in the daily activity of the team. Measure the performance of the team vs the defined objectives and report to the team and management. Identify weaknesses and areas of improvement, propose and implement operational solutions so as to guarantee continuous improvement of operations. Manage your manpower in the most effective way taking into account the validated budget and the forecast and capacity planning to reach the defined objectives. Supervise the good functioning of the escalation procedures and/or the standby systems and take corrective actions if necessary.
Profil
You have a bachelor degree or equivalent through experience with min. 5 years of relevant experience in a customer service environment and affinity with telecom. You are a natural born people manager with strong analytical skills and a process-oriented approach. You are a good listener, able to persuade others by means of your excellent communication skills You are customer-focused and you have a quality reflex. MS Office has no secrets for you. You are trilingual D/F/E.
Offre
A dynamic working environment where you have every opportunity for personal development. Moreover you can look forward to the following compensation and benefits package: a market competitive salary, a performance bonus, meal vouchers, 32 holidays per year, pension provision, life assurance & accident cover, medical insurance. We believe that simple things do make a difference. Therefore we also offer: use of a mobile phone, reduced subscription fee for mobile phone and adsl, company restaurant, drycleaning, public transport and child care during school holidays.