Deploy your social skills as a customer care expert at Telenet group
Jobs in customer service at Telenet group
Immediate permanent employment, great colleagues and an attractive benefits package? You are no doubt aware that a successful customer experience is particularly important at Telenet group. Eager to join and move full steam ahead? If that’s the case we need to talk because we are looking for customer care experts in Mechelen.
Welcome to Customer Service
Working for Customer Service, your job is to provide customers with the right answers. Sounds simple? Think again, because routine questions are dealt with by an external partner. Only the more complex (more interesting!) cases will come to you. You are working in a Center of Expertise for a reason. No shortage of variety, then. Your focus will be on customer acquisition, assistance and retention, which means that a commercial mindset will come in handy.
No experience? No worries
Are you coming from a completely different sector? That is not an issue. Our coaches will guide you through the transition and remember, you’re not the first to do this. A good measure of ambition, courage and enthusiasm will be a great start and, with optimum guidance, you will be providing maximum support to our customers in no time.
What does a job in Customer Service involve?
You are a pro when it comes to analyzing problems
Standard questions are transferred to our external customer care partner. So what is it you will deal with at our Center of Expertise? The more challenging cases. Your job is to make an in-depth analysis of problems, focus on quality and ensure a successful customer experience. At a time when it really matters - during a house move, a conversation with a customer who wants to cancel their subscription, etc. – your commercial instincts will kick in naturally.
You have a sense of perception
We don’t expect you to be an accomplished psychologist but you should be able to deal successfully with resistance, understand the emotions behind a question and guide clients through complex processes - thus ensuring that conversations, no matter how difficult, keep moving forward.
You make us better every day
“Dear customer, we value your opinion,” and then happily ignoring this feedback? That is not how we operate. You gain insights from each conversation that will lead to actual improvements - for both the customer you are assisting and for all future customers. That is how you solve problems and continuously improve our service.
You back up your team
You are not just a customer care expert, you are also a team expert. For example, you will provide support during briefings and training and help new colleagues settle in without any problems. All in a day's work!
We will continue to invest in you
You can take this quite literally, because you will receive a competitive gross salary with a host of fringe benefits. Think meal vouchers (nice and handy), hospitalization insurance (for your entire family if that’s what you would like), a phone subscription and - of course - discounts on Telenet and BASE products.
You will have access to interesting training opportunities and will be allowed considerable flexibility. During your first 6 months at Telenet group we want to support your growth to the best of our abilities, so we expect you to come to our headquarters 3 days a week. Thereafter you will be able to work from home for three days a week, with an additional expense allowance. Or you will be able to use one of our attractive coworking spaces. Sounds good!
Ready to start at Telenet group?
We halen alles uit de kast om jou te verwelkomen. Maar ook na je onboarding blijven we erover waken dat je je goed voelt bij ons, met wellbeing-initiatieven, coaching, veel autonomie en ga zo maar door.
This is what we can offer you
- A stable job with plenty of variety
- Training that gives you confidence
- A place where you take responsibility and can launch new ideas as fast as you can generate them
This is why you are a match for us
- Satisfied customers are your number one priority
- You can do it, evenwhen you’re working from home
- You are sociable, commercial and communicative
Something to reflect on
- You have limitless patience
- No two days, calls or customers are the same
- You actively contribute to the team's results
- You do not shy away from any discussion
“I had absolutely no experience, but they reassured me that they would provide me with adequate training. And that’s how it worked out.”
Anita
This is what we can offer you
Coaching in abundance
You will start by training as a customer care expert. This is an in-depth process, i.e. it involves four to six weeks training. There will be many interesting training options and other opportunities following your onboarding session. Telenet group offers specific growth opportunities for ambitious individuals who would like to move ahead.
Customer relationships: check!
You will assist people on a daily basis, irrespective of whether they are new faces or regular customers. You focus on building a relationship of trust and are not afraid to initiate conversations: with empathy and commercial insight. For example, have you noticed that a different subscription would be a better option? If that is the case, you will not hesitate to make a suggestion.
A team to rely on
Even though you will be working independently and organizing your own tasks, you will never have to face things alone. You will join a great, welcoming team of colleagues who will help you with any question or problem.
Submitting an application to Telenet group in 5-4-3-2-1
Respond to a job vacancy by sending us your cv and cover letter. ‘Wrapped up with a bow’, if you are inclined to do so.
One of our recruiters will call you as soon as possible. During this conversation, you will already have the opportunity to submit your initial questions.
Time for an online exercise, during which we meticulously review your competencies.
Talking to the recruiter. The hiring manager will join in for applications for certain positions.
Finally, you will have an interview with the manager, following which we will submit a proposal. Applications for some positions will include a visit to the workplace.
Wanted: colleagues with an abundance of energy
Fancy joining us to make things move?
Any further questions?
Our recruiter Nathalie will help you.
