MobileXpense
Information Technology and Services

Service Manager

Permanent
Junior
Intermediate
Job start As soon as possible

Job description

We are actively looking for a service manager to work at MobileXpense to work on a permanent contract. 

Role: 

  • interfacing with customer and account management on respective customer files
  • managing customers independently from a global care aspect and escalate accordingly to account management, incl pricing aspects
  • prepare weekly/monthly Service review reports and conduct the meetings with customer
  • conduct training with customers 
  • providing help and advice to customers MXP products or services
  • communicating courteously with customers by telephone, email, letter and face-to-face
  • investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants
  • handling customer complaints or any major incidents
  • keeping accurate records of discussions or correspondence with customers
  • analysing statistics or other data to determine the level of customer service MXP is providing
  • writing reports analysing the customer services that MXP provides (usage reports)
  • improving customer service procedures
  • meeting with other managers to discuss possible improvements to customer service
  • training staff to deliver a high standard of customer service
  • supervising a team of customer service staff
  • learning about MobileXpense's products or services and keeping up to date with changes
  • keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.

Profile we are looking for: 

  • A bachelor, or master degree in Informatics, economics (with IT orientation) or equal experience.
  • Previous hands-on experience using SQL or an IT background.
  • Excellent business communication through education or experience (reporting, business communication, procedures, writing manuals and specifications)
  • you have a background in customer experience in service / support functions in similar industry

Personality:

  • A result-oriented personality, a developed sense of service and a good approach to achieve “excellence”.
  • The ability to work independently and efficiently in achieving deadlines.
  • The ability to be autonomous while helping others develop and perform as highly as possible.

Languages:

  • you are fluent in Dutch and English 

Are you interested in this position? Go ahead and click "Apply"!