Technical Back Office Medewerker
Telenet
Mechelen
1 dag geleden

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Job description

  • You handle customer cases that cannot be solved by the first line.
  • You provide your Front Office colleagues with telephone support to enable them to solve problems with the Telenet product as efficiently as possible during the initial contact (consult calls), or you take over the call (warm transfer).
  • You also work with existing cases.

  • You ensure that complex issues associated with 2 product lines are solved (where necessary with assistance from the 3rd tier IT or engineering) in accordance with the specified service level (call) and promise to the customer (case).
  • Using your experience with analyzing / solving recurring issues, you submit proposals with regard to process, product or system improvements.
  • Profile

  • You have experience as a Contact Center Advisor
  • You hold a Bachelor's degree or have equivalent experience
  • You have a thorough knowledge of MS Office
  • You have technical skills
  • You have a customer and solution focused mindset
  • You are a good communicator
  • You are punctual
  • You are willing to work in shifts
  • You speak Dutch
  • Practical knowledge of the French and / or English language is a definite bonus
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