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Customer Success - Pharmaceutical sector - Brussels

PAGE PERSONNEL in BRUSSEL
time Online sinds 19 april 2024 - Vaste jobs

As a Customer Success, the focus is on promptly addressing customer inquiries to ensure a positive and satisfying experience.Effective communication and problem-solving skills are key for success.

Client Details

Our client is one of the world's largest companies specialising in the manufacture and distribution of medical devices.

Description

  • Addressing Customer Inquiries: Responding to customer queries, concerns, and requests through various communication channels, such as phone, email, or chat.
  • Problem Resolution: Effectively resolving customer issues by providing solutions, troubleshooting problems, and ensuring a positive resolution.
  • Customer Assistance: Offering guidance, product knowledge, and assistance to customers to enhance their understanding and use of the company's products or services.
  • Maintaining Customer Records: Recording and maintaining accurate customer information, interactions, and transactions in the company's database or customer relationship management (CRM) system.
  • Communication Skills: Demonstrating strong communication skills to convey information clearly, empathise with customer concerns, and ensure a positive customer experience.
  • Team Collaboration: Collaborating with other team members and departments to address complex customer issues and improve overall customer satisfaction.
  • Continuous Improvement: Providing feedback on customer trends and issues to contribute to the continuous improvement of products, services, and customer service processes.

Senior Customer Journey Manager

STEPSTONE in BRUSSEL
time Online sinds 6 april 2024 - Vaste jobs

As a member of the Marketing Team, you are the voice of the customers.You proactively increase the customer satisfaction & loyalty in a challenging logistic environment by ensuring fluent customer interactions with bpost and sustainable transversal processes delivering the product promise.

You closely collaborate with multiple teams, providing support in making strategic decisions from a customer-centric approach, with the objective to implement sustainable solutions by prioritizing the customer experience (both online and offline) and optimizing the transversal end-to-end process.

Tasks and responsibilities

As a Senior Customer Journey Manager, you create your Customer Experience Roadmap, in line with bpost strategy and drive its implementation.Your key tasks will be:

  • Customer Journey Mapping: Analyzing and understanding the customer journey across various touchpoints, including physical locations, online platforms, and interactions with customer service representatives.
  • Identifying Pain Points: Identifying pain points and areas for improvement in the customer journey, both in digital and physical interactions, through feedback analysis, customer surveys, and data analytics.
  • Process Optimization: Collaborating with cross-functional teams to streamline (operational) processes to enhance the customer experience, ensuring smooth transitions between digital and human touchpoints.
  • Implementing Digital Solutions: Working with technology teams to implement digital solutions that improve customer interactions, such as self-service portals, mobile apps, and online tracking systems.
  • Monitoring Performance: Monitoring key performance indicators (KPIs) related to the customer journey, such as customer satisfaction scores, NPS, … and taking corrective actions as needed.
  • Cross-Channel Integration: Ensuring consistency and coherence across all customer touchpoints, integrating digital and physical channels seamlessly to provide a unified customer experience.
  • Stakeholder Communication: Communicating with internal stakeholders, including senior management, marketing teams, and operations teams, to align strategies and initiatives with the overall customer experience objectives.
  • Continuous Improvement: Continuously analyzing customer feedback, market trends, and industry best practices to identify opportunities for innovation and improvement in the customer journey.

Senior Customer Journey Manager

STEPSTONE in BRUSSEL
time Online sinds 6 april 2024 - Vaste jobs

As a member of the Marketing Team, you are the voice of the customers.You proactively increase the customer satisfaction & loyalty in a challenging logistic environment by ensuring fluent customer interactions with bpost and sustainable transversal processes delivering the product promise.

You closely collaborate with multiple teams, providing support in making strategic decisions from a customer-centric approach, with the objective to implement sustainable solutions by prioritizing the customer experience (both online and offline) and optimizing the transversal end-to-end process.

Tasks and responsibilities

As a Senior Customer Journey Manager, you create your Customer Experience Roadmap, in line with bpost strategy and drive its implementation.Your key tasks will be:

  • Customer Journey Mapping: Analyzing and understanding the customer journey across various touchpoints, including physical locations, online platforms, and interactions with customer service representatives.
  • Identifying Pain Points: Identifying pain points and areas for improvement in the customer journey, both in digital and physical interactions, through feedback analysis, customer surveys, and data analytics.
  • Process Optimization: Collaborating with cross-functional teams to streamline (operational) processes to enhance the customer experience, ensuring smooth transitions between digital and human touchpoints.
  • Implementing Digital Solutions: Working with technology teams to implement digital solutions that improve customer interactions, such as self-service portals, mobile apps, and online tracking systems.
  • Monitoring Performance: Monitoring key performance indicators (KPIs) related to the customer journey, such as customer satisfaction scores, NPS, … and taking corrective actions as needed.
  • Cross-Channel Integration: Ensuring consistency and coherence across all customer touchpoints, integrating digital and physical channels seamlessly to provide a unified customer experience.
  • Stakeholder Communication: Communicating with internal stakeholders, including senior management, marketing teams, and operations teams, to align strategies and initiatives with the overall customer experience objectives.
  • Continuous Improvement: Continuously analyzing customer feedback, market trends, and industry best practices to identify opportunities for innovation and improvement in the customer journey.