Customer care coordinator

Emplacement : Bruxelles

Goal

bpost is always on the move. We create an environment for our people with challenging projects, inspiring collaborations and the latest technologies, with interesting job opportunities and training programs for everyone.

Within this story, we are looking for a Customer Care Coordinator for the Key Account Service Desk team at our Parcels & Logistics department.

Your mission

The Key Account Service Desk is responsible for handling complaints and questions from the top 150 bpost parcels of customers.

As a Customer Care Coordinator, you and the Customer Care Manager are responsible for the management, coordination and improvement of processes, workload / resource planning, quality and productivity monitoring and reporting.

About the job

The job as a customer care coordinator consists of 2 large parts. On the one hand the operational part:

You make the daily workload & resource planning in function of the needs.
You manage escalations and do the daily operational follow-up.

You develop training materials for the agents and also give training courses yourself.

And on the other hand, an optimisation component:

You analyse, improve and secure the processes and process documentation. The Customer Care Manager is your sparring partner and together you raise customer satisfaction to a higher level.

Your profile

You have a bachelor's degree and several years of relevant experience in resource planning.

You have a good knowledge of Dutch, French and English.
You are enterprising, you take initiative and you are a real problem solver. You have a good knowledge of Excel.
You have a strong sense of responsibility and excellent organizational skills
You have good communication skills, you are assertive, customer-oriented and you have team spirit.
You are flexible: The timetable is currently 7 am-3pm. However, this can change according to needs.

Why bpost?

Like many other companies, we offer a nice package of benefits in addition to a monthly salary, including meal vouchers, hospitalisation insurance, group insurance, disability insurance, a bonus, 20 days' leave and 7 extra statutory leave days, an end-of-year bonus, double holiday pay, a lump-sum reimbursement of expenses and many benefits for more than 100 bpost partners.

Next to Belgium’s leading postal operator, bpost is of course also an important parcel and e-commerce logistics provider in Europe, North-America and Asia. We deliver mail and parcels to millions of doorsteps and provide logistic services to businesses and consumers.

Is the vacancy above something for you? Then you're definitely someone who cares, who dares and who likes to work together. Because at bpost Parcels & Logistics…

…we care. bpost has always acted as a kind of link between people, societies and companies. Due to digitization, there is less contact between people, but our connecting and ubiquitous role has never been stronger. In addition to the important social services bpost provides, we are also one of the largest employers of short-schooled employees, offering them the opportunity to graduate from secondary school.You’ll have an impact on society and everyone in it.

…we dare. In an economy that forces us to evolve at lighting speed, we think and act fast. We work on short-term projects, since we don't know what tomorrow will bring. We're decision-makers. We’re flexible. We think internationally (while our heart is in Belgium). And we work faster and more efficiently every day through robotization and automation. Because you’ll be working for the growth engine of the group.

…we work together. All the above with the realization that we're not alone. With over 34,000 employees in Belgium and across the globe,you will work in an environment that is driven by people. And our chain is only as strong as its weakest link (yes, cliche buster). That’s why we are permanently connected to the business and the teams on the ground. The human dimension is of great importance within our company, at all levels. We invest in machines, but we are built on people. They are the strength of our business.