Manager Customer Contact Center

About your future job
The Head of Customer Service Center (HoCSC) is responsible to assure and support delivery of Service projects. To facilitate this the Customer Services Center department maintains a broad base of service Delivery Management and customer service skills and competences. All activities are related to customer information exchange and after sales support management. In the team there is customer front office sales support and a customer front office engineering, in total 16 employees.

The head of Customer Service Center is responsible for the on-demand business and is the End-to-End process manager for service desk, incident management, technical assistance and waterfront engineering.

Customer Service Centre is one of the delivery Engines within the Segment Services. All activities needed for the delivery of excellent service towards the customer are organized and managed by the Segment Services.

The Head of Customer Services Center:

• Runs and develops the customer front office sales support and customer front office engineering teams:
  • coordinates actions with other departments and ensures that the necessary interaction takes place with the Sales Teams and Product Teams to get the solutions that customers need.
  • Clarifies customer needs and set clear realistic expectations
  • Provides the customer with quotes and solution lead times
  • actively maintains spare parts catalogues in alignment with the Product Teams
  • always ensures customer satisfaction

• Manages the sales and services teams in achieving their targets and ensures that they are implemented in their areas of focus:
  • Customer point of contact
  • Customer issue handling and resolution
  • Customer technical assistance
  • Sales and delivery of Service Parts and Repairs

• Sets and maintains the warranty process and responsibilities in the department
  • clarify the scope & manages the process

• Maintains and drives the standards and working methods for
  • customer services
  • spare parts catalogues
  • sales and delivery of Service Parts repairs and customer technical assistance.

• Sets up and maintains a model to improve customer satisfaction.
• Prepares and review monthly customer center performance reports by collecting, analyzing and summarizing data trends
• Can deal with possible complaints and unsatisfied customers

Why you'd be a good match

• You are able to drive and implement change and lead the team according to the Thales Leadership Profile of which the most important successively are:
• Shape solutions out of complexity – simplify complexity, be agile and focused on the important, quickly and unconventionally when appropriate
• Perform through cooperation – contribute to the collective success and completion of projects, oppose individualistic attitudes in favor of win-win behavior's, manage on output
• Engage and develop teams – express a vision for the present and the future and being a driving force, make people aware of their responsibilities with respect to current challenges and secure their commitment, support staff development
• Manage self – be aware of strengths and areas for development, be a role model in all circumstances, build trust, giving and taking feedback
• Be ambitious and accountable – take appropriate risks and decisions, demonstrate high standards for oneself and others
• Influence key stakeholders – understand the dynamics of individuals, groups, cultures etc. in order to adapt one’s behavior and influence others in the interests of the company

What's in it for you

• A challenging job in a great team within our high-tech, innovative work environment. Includes freedom for initiative and good ideas.
• Room for personal and professional growth within our organization, for example in regard to technical, commercial or international skills.
• Valuable international collaboration with coworkers from 68 different countries around the globe.
• A comfortable workspace in a modern environment, with a focus on flexibility and the right work life balance.
• You can usually work where and when you want to be able to do your work as well and efficiently as possible. Within Thales we implement hybrid working, where you can, for example, work from home two days a week if your role allows it.
• A good salary, fitting travel allowance, and the ability to personalize your employment conditions: for instance, you can trade days off for internet costs, our bicycle plan, company fitness and relocation costs.
• 40 days off per year (PTO).

LEVEL OF RESPONSIBILITY

LR 09 VKG 70

Interested?
Reach out for more information to our Talent Acquisition Partner Gerlof Jan Heck, via [email protected] or +31 (0) 634748278.

Would you like to apply directly? Then click on the to show your interest.

To ensure that we are a good match, we can ask you to participate in an assessment.

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