Customer Service Quality Manager
3 dagen geleden
We are seeking a highly motivated and experienced Customer Service Quality Manager to join our team in Netherlands. As a key member of our Quality & Customer Satisfaction department, you will be responsible for ensuring that we deliver exceptional customer service and quality standards.
Key Responsibilities- Kwaliteit:
- Snel en effectief oplossen van kwaliteitsproblemen die klanten treffen door proactieve maatregelen en benaderingen.
- Bewaken de prestaties op het gebied van kwaliteit en begeleid andere teams in I2P-processen.
- Klanttevredenheid:
- Zorg voor een efficiënte en snelle afhandeling van klachten om de klanttevredenheid te verbeteren.
- Verantwoordelijk voor de implementatie van het Issue to Prevention (I2P) proces.
- Samenwerking:
- Niet-opgeloste klachten escaleren naar het entiteits-/landniveau en toezicht houden op de opvolging door bevoegde entiteiten.
To succeed in this role, you will need:
- Erfaring: in een technische omgeving en klantgerichtheid;
- Een diploma: Degree in Wetenschappen, Toegepaste Wetenschappen, Elektriciteit, Elektronica of equivalent;
- Doelstellingen: gericht op resultaten en processen;
- Communicatie: in staat om op alle niveaus te communiceren met interne en externe belanghebbenden;
- Talen: tweetalig Nederlands & English;
- Kennis: Six Sigma of Lean is een pluspunt;
- Affiniteit en/of ervaring: met software (problemen); met klanten en continue verbetering zijn een pluspunt;
- Vaardigheden: communicatie, overtuigingskracht, interpersoonlijke vaardigheden, probleemoplossing, organisatie en planning, digitale en statistische vaardigheden, analytisch vermogen, teamwerk;
We offer a competitive salary package of approximately €60,000 - €80,000 per annum, depending on experience, as well as excellent benefits and opportunities for career development.
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