Customer Experience

Responsibilities:

• Manage the process from the initial contact with customers to collecting data to effectively address complaints internally to the Customer Care Operations team.
• Ensure SLA monitoring, timely responses to customers, and proper management of files and processes.
• Ensure smooth closure flow of tickets.

Activities:

• Contact customers to organize travel and facilitate technicians' access to client sites.
• Manage necessary documents for technicians such as visas, certifications, etc.
• Stay updated on travel regulations for foreign countries.
• Coordinate with travel agency to book tickets, accommodations, and vehicles.
• Coordinate with service administration to validate and coordinate invoices once work is completed at client sites.

You are perfectly trilingual in French, English, and Dutch.

You have proficiency in IT tools such as CRM systems (Salesforce) or ERP (an asset).

You have a commercial mindset. You have experience in sales or customer service.