Service Provider Coordinator Sales Sub saharian Africa with location in Brussels
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Location: Brussel
Job type: Permanent
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Sector: Operations
Job Role:
Service Provider Coordinator Sales Sub saharian Africa – with location in Brussels
Mission
The Service Provider Coordinator (Expert) is responsible for the implementation and handling of sales service processes through different (in-house/outsourced/centralized) providers. She/he is part of the Sales Service process, acting as single interface to the providers on daily operational issues and escalates structural deficiencies to the Service Provider Coordination (SPC) function on regional level. With special emphasis on cost, quality and harmonization the aim is to increase preference by customers and agents.
Tasks
Dependent on the assignment focus the tasks include the following:
Responsible for the development, implementation and handling of defined services and support processes through providers in the respective market(s)
Definition of standards & requirements in collaboration with Regional Service Provider Coordinator (SPC) and Global Provider Management Sales for concerned services and support processes
Provide guidance and support for particularly difficult questions / problems / requests from clients on operational level via service provider and escalate structural deficiencies to the SPC function on Regional level
Monitor and evaluate local services rendered by the providers with the help of standard reports and feedback to ensure fulfillment of agreed service levels and to detect opportunities and risks
Oversee and coordinate remaining service processes that cannot be covered initially by a standard process at a service provider due to local market specifics (e.g. legal cases in the scope of CRM, local cash payment options)
Stay up to date on latest developments regarding product changes, service-guidelines, local or central promotional activities
Communicate service updates, process changes and improvements to relevant customers and service provider
Continuously validate existing service requirements and guidelines in regards to the necessity for adaptation (due to internal or external changes/impacts). Maintain and update country specific manuals
Evaluate language quality, service attitude, active selling / upsell capabilities, ticketing know-how based on regional / central quality assurance concept and identify the need for training with service provider in co-ordination with the Regional SPC
Local/regional dedicated contact for all providers and the SPC functions on regional and global level, ensuring precise channeling of all topics to support a continuous development and improvement of standard processes
Liaise with LH Group & Joint Venture partners in all matters concerning service and support functions in co-ordination with the Regional SPC
Support the SPC functions on regional and global level with local input on historical
data and estimations of service transaction volumes, legal requirements and
selection of possible service providers
Participate in other duties as assigned
Profile
Analytical skills
Entrepreneurial / commercial mindset
Ability to manage complexity
Independent and proactive approach
Attention to quality and detail
Decisiveness
Assertiveness
Problem solving / solution oriented
Service / Customer Orientation
Innovative and open to change
Communication skills (verbal and written) /Interpersonal skills
Conflict management skills
Cooperation skills/ Team player
Structured / systematic approach/Process orientation
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