Description de la fonction
•Responsible for the overall quality of the machine repair process for B2C and B2B customers from an end-to-end perspective.
•Verification of Pick Up data quality entered in our database, export of files to repair centre, follow up with customers and repair centre, invoicing of customers where required and closing of pick ups.
•Ensure policies defined by T&Q team are translated into specific operational procedures in the Front Office with strong focus on operational efficiency and customer satisfaction.
•Provide reporting on customer satisfaction including areas such as pick up process, coffee complaints and customer feedback.
•Take level 2 technical calls transferred from specialists in cases where customer contact could not be handled satisfactorily.
•Follow up service batch for B2B maintenance contract.
•Administer sending of free spare parts to customers on a weekly basis.
Profil
•Good education level, impeccable dress and verbal communication.
•Perfect knowledge of Dutch and French and good English.
•Like contacts with high-end customers and be sensitive to their expectations.
•Like to deal with technical problems.
•Ability to coach others and advise them in finding the right solution.
•Ability to defend the company's interest with external partners in order to meet quality requirements.
•Flexible and courteous personality.
•Stress resistant and multi-tasked.
•Attention to details.
•Good knowledge of MS Office.
•Customer service working hours.