Process Specialist and Complaint handling
We support the realisation of the 5 year plan ambitions by significantly decreasing the number of incoming customer complaints
We are looking for a process specialist:
Who identifies root causes for complaints and identifies improvement tracks to avoid complaints in the future
Who identifies and leads the implementation of process improvements taking into account operational, financial and customer impact
Who participates in project teams ensuring an excellent customer and agent experience in the administrative servicing & complaint handling
As a process specialist you are responsible for identifying & implementing opportunities to improve the customer experience and internal efficiency in the administrative servicing domain.
You analyse the incoming complaints and you look for the root causes with the support of experts in the operational teams and the owner of the process generating the complaint
With the support of your stakeholders you identify process improvement opportunities
You support project teams in defining complaint handling processes and requirements when launching new products or services and this in collaboration with our process architect for the complaint handling domain.
Your role is to avoid complaints, ensure maximal self service opportunities and ensuring the correct tools and instructions for agents
You can easily express yourself in the following languages: Dutch, French and English
You have good knowledge of Microsoft office: Excel, PowerPoint, Visio
You have good knowledge of MicroStrategy or similar reporting tools
LA International is a HMG approved ICT Recruitment and Project Solutions Consultancy, operating globally from the largest single site in the UK as an IT Consultancy or as an Employment Business & Agency depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, LA International welcome applications from all sections of the community and from people with diverse experience and backgrounds.
Award Winning LA International, winner of the Recruiter Awards for Excellence, Best IT Recruitment Company, Best Public Sector Recruitment Company and overall Gold Award winner, has now secured the most prestigious business award that any business can receive, The Queens Award for Enterprise: International Trade, for the second consecutive period.