Coordinator Customer Service Center (m/f/n)


Department: Sales | Location: Esch-sur-Alzette | Contract: Permanent | Job Requisition N°18745

 

Your tasks 

 
Workforce Planning

  • You collect information and coordinate with team leaders to establish and adjust an efficient workforce planning (monitoring ESS of the CSC Team) 
  • You monitor and screen business activities/customer requests in close collaboration with team leaders, in order to categorize, prioritize and dispatch cases in salesforce to the different teams
  • You coordinate and follow up with team leaders on open cases with overdue status 
  • You act as a centralised point of contact for the IT service desk in terms of creation and follow-up of tickets and access requests on behalf of agents and team leaders
  • You collect training needs through team leaders and plan training sessions with internal or external partners

 

Operational support

  • You write, review and validate outgoing communication on specific cases and when required
  • You analyse and follow-up on customer surveys and escalate the findings to the Responsible for Customer Service when necessary 
  • You analyse and monitor available data to determine agent vs. demand ratio 

 

Reporting

  • You ensure regular reporting to the Responsible for Customer Service Centre, the team leaders and quality managers
  • You assist your superior with knowledge management and templates

 

Team coordination

  • You are the back-up of the team leaders when required
  • You supervise and act as the main point of contact for temporary external staff

 

 

Your profile

 

  • You hold a BTS in Economics, Business Administration or equivalent
  • You ideally have a previous working experience in a similar role 
  • You have an analytical mindset, are detail-orientated and result-driven
  • Proven organizational skills and an experience in operational management
  • You are willing to promote a positive working environment and foster talents 
  • You have excellent verbal and written communication skills in Luxembourgish, French, German and English

 

 

What we offer


“Together we build the future of Luxembourg’s energy transition”

 

  • 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 additional benefits 
  • A significant stability of employment and the possibility to evolve within the Group
  • Continuous learning and development career path adapted to the needs of each employee 
  • Hybrid working mode with the possibility to work from home

 

For external applications, a recent copy of the police record will be requested if you are invited for an interview.


Stellensegment: Service Desk, Temporary, Work from Home, Customer Service, Contract