Royal Belgian Football Association

Royal Belgian Football Association

Customer Service Coordinator

Country

Role Type

Belgium

Management

Posting Date

Oct 27, 2022

Role description

At the Digital, Innovation & Technologies Department we are looking for a motivated



Customer Service Coordinator (M/F/X)



THIS WILL BE YOUR JOB

We are looking for an experienced Customer Service Coordinator to provide excellent customer service and to propagate it throughout the organization. As a Customer Service Coordinatoryou ensure the support and day-to-day coordination of our employees who from the various departments are responsible for the customer service (including a help desk) of our various stakeholders (clubs, members, fans, ...) and this via all possible touch points at which the questions come in (zendesk , telephone, email, letters, chatbot, others…) and in line with the company's strategy to maximize customer satisfaction. You are responsible for setting up and rolling out efficient processes, detecting and solving potential problems, ensuring the accuracy of the information, collaborating with colleagues from different departments, training new colleagues, ... with a view to providing customer service from High Quality.



Your duties include the following:

Developing new harmonized processes: Together with the customer service employees of the various departments, you map out and analyze both the stakeholders and the business needs. You identify the impact of striving for an optimal service on the existing processes, the organization, the systems and/or tools;
You are the driving force within the organization to tackle the implementation and use of 'zendesk' in a coherent way, with a clear roadmap in mind. You document the adjustments and best practices while you map out the next steps;
Process monitoring: You standardize processes where possible, identify recurring problems and come up with solutions;
You make suggestions for improvement, missing or malfunctioning processes/procedures and provide this feedback to the appropriate internal services in order to better meet the needs of the different stakeholders;
You act as a point of contact for all internal stakeholders with regard to customer service processes;
You monitor the accuracy of the information to the various stakeholder groups.
You support change processes;
You contribute to a culture of "customer orientation" as well as "self-learning and continuous improvement";
You are an important link between the different customer service projects that are undertaken in other departments and you can combine them with each other. You report to the DIT (Digital Innovation & Technologies) Director, with whom you build the strategy together and then implement it.


DO YOU RECOGNIZE YOURSELF IN THIS PROFILE?

You have a bachelor's or master's degree and three to five years of work experience as a process analyst or business analyst or you have experience in a similar position;
You have a warm heart for sports in general and football in particular;
You have a good knowledge of MS Office package.
Your language skills

You have a perfect command of Dutch and French, both orally and in writing. A good knowledge of English is a plus.
Your personality

You have strong consensus building and communication skills, getting our various customer service colleagues on board in no time, while also highlighting potential impact and risks;
You have experience and affinity with digital tools and systems, applications and related processes, in an environment where the customer comes first. In addition, you know a thing or two about process modelling, management and documentation;
You are a go-getter who feels at home in a dynamic environment;
You have an intrinsic passion for customer experience; and you are passionate about hitting this customer experience “ball” correctly;
You work meticulously and analytically;
You are stress resistant and show empathy;
You dare to take responsibility;
You are very flexible and realize that a football competition is not only managed on weekdays between 9 am and 5 pm;
You are an absolute team player;
You can handle confidential information discreetly;
Service and integrity are of paramount importance to you.


THIS WE OFFER YOU

An exciting workplace;
A full-time contract of indefinite duration;
Flexibility.


Would you like to know more about this exciting job? Please send an email to Laure Beauchampet at recruitment@rbfa.be.



SEND US YOUR CANDIDATES

Are you the person we are looking for? Submit your candidacy on the basis of your CV and motivation letter.



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