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Process Analyst Administrative Servicing & Complaint Handling - Dutch

Posted on Aug 21, 2020 by ComTech Europe Limited

Brussel, Belgium
Admin & Secretarial
Immediate Start
€430 - €430 Daily

My client are looking for and experienced Process Analyst with Administrative Servicing and Complaint Handling experience (Dutch speaker is required)

Job Description

Excellent service is an asset that our client wants to play in a highly competitive market environment.

Within our Administrative servicing we support our customer touchpoints that handle administrative questions and all complaints of a non-technical nature.

We strive to meet our customers' expectations by identifying pain points in our processes and implementing customized solutions. We work on shorter term optimizations, as well as on more long term supporting applications and process improvements.

We are looking for:

  • A process specialist who focuses on the implementation of short-term structural improvements.
  • An expert who can build a framework for an application that supports agents in handling customer requests and complaints and takes first steps towards implementation.

Job content

  • As a process specialist you are responsible for identifying & implementing opportunities to improve the customer experience and internal efficiency in the administrative servicing domain:
  • Starting from specific pain points you identify improvement opportunities (both for the customers and for our operational services)
  • You organise workshops to gain a better understanding of the problem, analyse potential solutions and formulate a plan of approach for which you obtain the necessary buy-in internally.
  • For each initiative you make a business case and you defend your idea towards management.
  • You discuss your idea with operational teams and you involve them during the entire implementation phase.
  • On a regular basis you give a status update to management
  • You are looking for synergies and best practices with other teams within our organisation (eg Technical support domain, Administrative servicing prof market,...).

Profile Required:

  • You speak Dutch & English and any French is a bonus although not essential.
  • You are fascinated by digital solutions and are always looking to improve customer satisfaction and internal efficiency.
  • You're diplomatic, communicative and you can build bridges where needed.
  • You can communicate complex subjects in a simple and clear way
  • You can prioritise, structure and distinguish the core of side issues
  • You can think both conceptually and very concretely
  • You are result-oriented, analytical, structured and proactive
  • You spontaneously propose new initiatives and substantiate them with detailed arguments
  • You are a team player, both transversely and within your own department
  • Good knowledge of Microsoft office: Excel, PowerPoint, Visio
  • Good knowledge of MicroStrategy or similar reporting tools

Reference: 932951077

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