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Esch-sur-Alzette

    Coordinator Customer Service Center - Esch-sur-Alzette, Luxembourg - ENCEVO S.A.

    ENCEVO S.A.
    ENCEVO S.A. Esch-sur-Alzette, Luxembourg

    il y a 37 minutes

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    Description


    Department: Sales | Location: Esch-sur-Alzette | Contract: Permanent | Job Requisition N°18745

    Your tasks

    Workforce Planning

    • You collect information and coordinate with team leaders to establish and adjust an efficient workforce planning (monitoring ESS of the CSC Team)
    • You monitor and screen business activities/customer requests in close collaboration with team leaders, in order to categorize, prioritize and dispatch cases in salesforce to the different teams
    • You coordinate and follow up with team leaders on open cases with overdue status
    • You act as a centralised point of contact for the IT service desk in terms of creation and follow-up of tickets and access requests on behalf of agents and team leaders
    • You collect training needs through team leaders and plan training sessions with internal or external partners

    Operational support

    • You write, review and validate outgoing communication on specific cases and when required
    • You analyse and follow-up on customer surveys and escalate the findings to the Responsible for Customer Service when necessary
    • You analyse and monitor available data to determine agent vs. demand ratio

    Reporting

    • You ensure regular reporting to the Responsible for Customer Service Centre, the team leaders and quality managers
    • You assist your superior with knowledge management and templates

    Team coordination

    • You are the back-up of the team leaders when required
    • You supervise and act as the main point of contact for temporary external staff

    Your profile

    • You hold a BTS in Economics, Business Administration or equivalent
    • You ideally have a previous working experience in a similar role
    • You have an analytical mindset, are detail-orientated and result-driven
    • Proven organizational skills and an experience in operational management
    • You are willing to promote a positive working environment and foster talents
    • You have excellent verbal and written communication skills in Luxembourgish, French, German and English

    What we offer

    "Together we build the future of Luxembourg's energy transition"

    • The opportunity to join a Group that actively shapes the energy transition in Luxembourg and the Greater Region
    • A multicultural and international working environment that encourages diversity and inclusion
    • A competitive salary with additional benefits
    • A significant stability of employment and the possibility to evolve within the Group
    • Continuous learning and development career path adapted to the needs of each employee
    • Hybrid working mode with the possibility to work from home

    For external applications, a recent copy of the police record will be requested if you are invited for an interview.


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