The quality & Support Specialist plays a crucial role in making sure that the Customer Experience team provides the best service to our customers. Through data analyses, education and intensive collaboration with the teams, you identify and action on opportunities that will support our teams and therefore our customers.
Are you ready to take the continuous improvement within Customer Experience to the next level?
What will you do in this role?
* You strive for an outstanding and differentiated experience during every step of the customer journey. Your insights and support are valuable for both team coaches and managers.
* You play an active role in implementation of new processes, procedures, systems and methodologies, needed to heighten (cost) efficiency, customer experience and profit.
* Based on the input of the NPS results and call & case monitoring you are able to identify the improvement needs, either for coaching and/or training or for (cross functional) process improvements.
* Your support in resource planning, analyses and reporting helps to steer the customer experience department in the right direction.
* You develop training programs, training materials, guidelines and presentations for our customer care agents and agents of our dedicated helpdesk, in collaboration with team Talent.
What do we have to offer you?
* A growing and dynamic company
* The opportunity to make a difference in a professional and international environment
* An enthusiastic team where everyone wants to move forward
* Permanent contract, start as soon as possible
* Flexible working hours and working from home possible
* Group and hospitalisation insurance
* Company car with fuel card/charge card
* Laptop and smartphone (with subscription)
* Meal vouchers of €8
What do we expect from you?
* You have a proven track record in process- and project management and optimization, ideally in customer care or the logistic sector.
* You are a strong communicator with impact, persuasion and a client centered approach.
* Passionate about supporting and educating others.
* Analytical and data driven mindset.
* Ownership, taking initiative and focused on improvement.
* Strong organizational skills and highly accurate.
* Fluency in English and Dutch or French is an absolute must.