Customer Service Quality Manager

3 dagen geleden


Hoofddorp, Noord-Holland, Nederland Schneider Electric Voltijd
About the Role

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.
Requirements

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;
What We Offer

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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