Head of Customer Care

**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**:
We are looking for an experienced **Head of Customer Care** to oversee our ICT and TELCO customer care teams and deliver exemplary first-line technical support to our clients. You will be responsible for training, supporting and leading your team. You will also be required to manage internal or customer ticket escalations and resolve any support issue.
To be a successful Head of Customer Care you should have excellent interpersonal and negotiation skills. Ultimately, a top-notch Head of Customer Care should be able to ensure that our clients receive professional and efficient technical support.

**Your responsibilities include**:

- Managing and supporting a team of Customer Care agents
- Mentoring your team, providing training, and conduction performance evaluations
- Monitoring team performance and developing feedback metrics reporting for management
- Take accountability for the full range of customer care functions, including customer experience improvement
- Communicating with clients and providing in-person and phone support, if required
- Coordinating support with other functional leads to facilitate quick resolution of issues
- Managing escalations and ensuring any issues are resolved in a timely manner
- Making recommendations to improve operational efficiency
- Developing work instructions, knowledge base and standard procedures and processes to improve team performance and assign accountability
- Translating “lessons learnt” from complaint cycles into continual service improvement

**Profile**:
**What we require from you**:

- 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
- Strong technical background
- Excellent analytical and communication skills
- Ability to work under pressure
- Strong sense of accountability
- Excellent leadership and people management skills
- Strong customer service skills
- ITIL certification
- Experience with IT service management tool such as ServiceNow

**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.