Cs Business Support Coordinator

Il y a 2 mois


Contern, Luxembourg DHL Temps plein

**Missions principales**
- Sous la responsabilité directe du C.S. Manager et en étroite coopération avec le C.S. Supervisor, s’assure du suivi optimal des activités et performances du Customer Service afin d’atteindre les objectifs fixés dans le cadre de notre stratégie d’entreprise «FOCUS» et renforcer la satisfaction et fidélité de nos Clients.
- S’assure de la bonne planification, gestion et utilisation des outils, ressources et connaissances / compétences au sein de l’équipe Customer Service suivant besoins/priorités de l’organisation
- S’assure du suivi et de l’analyse des performances quotidiennes de l’équipe et de leur amélioration continue, dont le traitement des réclamations (avec les outils adéquats, )
- S’assure du déploiement des projets et outils / digitalisation C.S., y compris formation des utilisateurs
- Assure l’interface opérationnelle entre le Customer Service et les autres départements de l’organisation dans le cadre de la mise en place de procédures/outils/projets, préparation des audits «Center of Excellence» ou de conformité «ISO», ou encore de l’amélioration continue des processus;
- Assure le remplacement du C.S. Supervisor en cas de besoin.

**Conditions de travail**
- Temps complet, 8 heures / jour - 40 heures / semaine
- Horaires: de bureau avec flexibilité en cas de besoin; possibilité de télétravailler.
- Salaires et avantages : lié à la fonction (pécule de vacances, 13ème mois, tickets-restaurant, assurance invalidité-décès...)

**Profil**:

- Responsable, engagé, autonome
- Souci du Client et sens du résultat prononcés
- Attitude positive, volontaire, flexible, dynamique, esprit d’équipe, leadership
- Solides capacités d’organisation, planification et gestion de projet; pro-actif
- Très bonnes capacités d’analyse, méthodique et rigoureux
- Très bonnes capacités de communication en Français et Anglais
- Recherche de l’excellence et de développer les compétences de l’équipe
- Expériences préalables en gestion de projet
- Connaissances des procédures et de l’organisation C.S. DHL = avantage
- Qualification de base: Licence ou équivalent
- Facilités d’utilisation des outils informatiques et des nouvelles technologies (Power BI).



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