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 Representative Retention
Functieomschrijving
As a Customer Service Representative Retention you
- answer calls, letters and emails from potential commercial churners and propose commercial- and customer-oriented-solutions to solve the case.
- determine the best tariff plan based on the customer profile and develop competitive offers to counter the competition.
- carry out the necessary changes in the customer's file and in the different Mobistar-applications.
- contact customers in a pro-active way in order to detect potential churn risk and be able to prevent the churn.
- treat escalations and manager-complaints within a well defined time-frame (48 hours).
- manage complaints within the context of fidelity programs in an effective way.
- make sure that tariff changes and take-over's are done on a daily basis and that changes are effective before the customer's next bill cycle
- handle all ADSL-complaints and look for the best possible solution for the customer, together with other teams within Mobistar (ADSL Provisioning and Back Office Technical) and outside Mobistar, with the partner (eg Techcity)
- address retention issues of residential customers with the aim ofkeeping the customer satisfaction and ensuring its loyalty towards Mobistar.
Profiel
You have some call center experience with preferably a knowledge of retention.
You are commercial minded and a problem solver.
You are a team player and open minded.
Diplomacy and strong listening skills are key in this role.
Strong communicator, bilingual Dutch/French with a good knowledge of English.
Aanbod
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.