Goesting in een nieuwe Job?
Do you think proactively and are you willing to pull out all the stops to give our (internal) customers and colleagues unforgettable service? Can you give your all to resolving each dossier so that each customer gets the best service? If so, you’re the new Telenet colleague we are looking for!
What we do
We strive to disentangle every dossier from A to Z, find solutions, and offer our customers a correct and speedy service. To that end, we analyse, give advice on, and resolve more complex second-line customer questions within the billing and payments (invoicing) section. We help our front office (first-line staff) by formulating initiatives for improvement and by working end-to-end in order to achieve maximum customer satisfaction.
What we do differently
The world is digitalising. More and more customers are trying to reach Telenet through digital channels, while the number of telephone calls is gradually decreasing.
Nevertheless, telephone calls are, and always will be, important and will be characterised by growing complexity, where the need for expertise is an essential aspect. Every contact gives us the opportunity to bring the unique Telenet experience into our customer’s home.
Front office staff contact us by telephone or via a case (internal dossiers) because they need our expertise in their customer dossiers. We are the lifesavers, the friendly voice, the sounding board of Telenet. Our aim: to deal with each specific enquiry as quickly and correctly as possible regarding lost payments, repayments, transfers, credits, compensations, disputes in use, escalations with home deliveries in a multi-brand setting.
Is there a limit on the time to handle a call or case? Yes, there is, but it isn’t a criterion when it comes to giving the customer a speedy and correct answer to their question! There is time and scope to carry out a thorough analysis to provide an answer to each question. Nothing formulaic, no reciting of compulsory text. We connect with the customer, each in our own way and with our particular strengths, and that’s how we make a difference.
Naturally, we have certain criteria we are working towards, but will you encounter those criteria on a daily basis in the Admin Back Office Team? No. We don’t have a large billboard with names and figures hanging on the wall. We work from our own strengths with scope for our own individual contribution.
Who are we looking for?
‘Passion beats education!’ Academic qualifications are irrelevant if you are looking for a job in the Admin Back Office. What you need is the right attitude, a passion for showing people the way. We’re looking for smooth talkers, social animals, and customer-focused born helpers.
Are you this person?
- You have the pluck and it is in your DNA to engage with everyone (by telephone and in writing).
- Logical reasoning is second nature to you.
- You think digital first.
- You can work independently, but are also a team player.
- You think proactively in all respects.
- You love making thorough analyses in order to get started.
- You’re flexible.
- You speak two or three languages.
- You want to grow in your job like a real expert.
What we offer you
Admin Back Office Advisors are given the time and scope to become experts in looking retroactively but also proactively for solutions in a constantly changing and growing setting. You’ll get the necessary support in everything you do and you will learn new things every day. You’ll work in an open-plan office with fantastic colleagues.So, what are you waiting for?