Description: Process Specialist (Customer Journey)
Excellent service is an asset that the client wants to play in a highly competitive market environment.
We support our customer touchpoints with well-designed customer journeys and processes, mainly in the domain of technical assistance for the professional market.
We are looking for:
- A process specialist who focuses on the implementation of short-term and long-term process structural improvements, and being able to take the lead in customer oriented process and journey improvements, and project implementations.
- A process specialist who can build a framework that supports customers in their (digital) servicing journeys, and support agents in handling customer requests, and is able to fundamentally contribute to the implementation of it.
Service content:
As a process specialist you are responsible for organising workshops to gain a better understanding of the problem, analyse potential solutions and formulate a plan of approach for which you obtain the necessary buy-in internally.
- For each initiative you make a business case and you defend your idea towards management.
Profile
- You have good knowledge of English, and very good knowledge of at least one of the two languages Dutch, and French
- You are fascinated by digital solutions and are always looking to improve customer satisfaction and internal efficiency.
- Good knowledge of Microsoft office: Excel, PowerPoint, Visio
- Good knowledge of MicroStrategy or similar reporting tools