Luxembourg Job Openings
Groupe Encevo
Head of Customer Success (m/f/n)
Merl
FULL TIME
September 26, 2024
Job Requisition N°19319
Your tasks
- You develop a customer-centric vision, define objectives and deliver effective action plans to ensure a positive and consistent experience for customers and stakeholders
- You develop programs and actively lead projects that aim to promote a customer-centric culture
- You lead, motivate and develop the customer operations teams to provide exceptional service and support on all available contact channels
- You set up mechanisms for collecting and analysing customer feedback to promote continuous improvement and to ensure a seamless customer experience
- You oversee the resolution of customer complaints and concerns promptly and effectively within defined SLA’s
- You establish operational KPI’s to measure customer satisfaction and customer service’s efficiency to gain insights into customer behaviour, preferences and service satisfaction
- You stay informed about relevant laws and regulations, and you ensure that customer operations comply with all regulatory requirements
Your profile
- You hold a Master’s degree in Business Administration, Engineering, Sales or a related field
- You have at least 2 years of experience in a similar position
- You have a strong team spirit and collaborative mindset
- You are committed, customer-focused and results-driven
- You have a strategic orientation and a strong problem-solving ability
- Effective verbal and written communication skills in English, French and German
What we offer
- The opportunity to join a Group that actively shapes the energy transition in Luxembourg and the Greater Region
- A multicultural and international working environment that encourages diversity and inclusion
- A competitive salary with many additional benefits (e.g. pension plan, additional health insurance, free parking, company restaurant, etc.)
- Continuous learning and development career path adapted to the needs of each employee
- Hybrid working mode with the possibility to work from home and 34 days off per year
For external applications, a recent copy of the police record will be requested if you are invited for an interview.
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