Coordinator Customer Service Center (m/f/n), Esch-sur-Alzette

Are you interested in pursuing a career in an exciting field and an innovative company? Enovos, a member of the Encevo group, is constantly on the look out for talented individuals that the group is committed to mentoring and developing in order to allow for professional and personal growth.

Working for Enovos means working for a committed and visionary employer that plays an active role in the energy transition, creating sustainable and innovative perspectives while looking after the interests of its employees and partners.

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