Customer Experience Manager

**About Proximus Luxembourg**
Proximus Luxembourg is a leading historical player in the ICT & Telecoms markets. Proximus Luxembourg addresses both residential and business markets through its commercial brands Tango, Telindus and more recently Codit.

With PSF support status, the company has almost 750 employees. All these experts share a passion for digital technology, a spirit of openness and innovation, and a desire to simplify, connect and make their customers' personal and professional activities ever more secure.

Proximus Luxembourg is actively contributing to the acceleration of Luxembourg's digitalisation and its economic influence through the development of connectivity, resilient infrastructures and 5G, as well as innovative technologies such as Blockchain, Artificial Intelligence, Machine Learning and IoT.

Proximus Luxembourg is a subsidiary of the Proximus group (Euronext Brussels: PROX), provider of digital services and communication solutions operating in the Belgian and international markets.

**Telindus Luxembourg - Share more than technologies**

Telindus is a brand of Proximus Luxembourg.

Founded in 1979, Telindus Luxembourg accompanies all organizations in their digital transformation, by providing holistic ICT & Telecommunication solutions, as well as tailored support services. Its areas of expertise include Telecommunication Services, ICT Infrastructure, Multi-Cloud, Digital Finance Solutions, Cybersecurity, Business Applications, Managed Services and Training.

**Job Content**:
As a Customer Care Manager, you mission will be to
- Supervise Telco Customer Care activities for EBU: operational monitoring with external provider, management of escalations, KPI monitoring, process review, contract management, implementation of a continuous action plan to improve service quality, cost control
- Process Owner of the management of EBU customer complaints: coordinate the overall process of managing complaints and escalations of EBU customers, record all complaints in Proximus service management system and appoint a Complaint Owner to monitor the implementation of the complaint resolution action plan; provide monthly reporting to senior management on the status of complaint
- Facilitate the annual NPS/TRIM EBU customer satisfaction survey, analyze results with the teams concerned and coordinate the implementation of an improvement action plan with the teams
- Coordinate the process of “flash” satisfaction surveys conducted with customers after the implementation of a project, collect and analyze the results with the teams; coordinate the definition of the improvement action plan.

**Profile**:

- Bachelor’s or Master’s degree in Computer Science, or a related field
- At least 10 years of experience in a technical support management role
- Good technical background in both IT and Telco fields
- Excellent analytical and communication skills (both verbal and writing)
- Ability to work on own initiative, address and resolve problems
- Excellent interpersonal skills, analytical mind, rigor, autonomy and proactivity
- Strong sense of accountability
- Customer centric - service oriented mindset
- Excellent organisational skills, able to take a methodical approach
- Good team player
- ITIL has no secret for you
- fluency in french and english

**Our Offer**:
A professional and stimulating working environment in IT & telecom sector. Various career opportunities within the Proximus Group on a national and international level, high-quality training and a rich and acknowledged expertise. We also offer you an attractive remuneration with many fringe benefits.