Customer Service Support Specialist

Job Description 

You will be responsible for organising the resource planning for our CSC Reps and giving supervision to the teams. You will prepare the resource planning according to the forecasted customer contact volumes and other operational activities that need to be taken in account. You contribute to the shift review and ensure a fair planning for everyone. Your role is also to engage with the management team to review areas for improvement.?? You will supervise activities during the days and check that our customers contacts get managed according to our SLA, so that we can provide great customer service 

Job Responsibility 

Contributing to the creation of the resource planning and providing support by any changes in the resource plan.  

Proving support for the shift review process to ensure skillset balance is maintained and agent coverage is aligned with the expected service level.  

Supporting the development and maintenance of the SOP’s (Standard Operating Procedures).  

Ensuring a consistent service performance across all different channels.  

Tracking of agent availability and adherence to the planning in order to maximize use of resources.  

Supporting continuous improvement by leading and supporting operational teams to effectively handle the customer experience.  

Providing intraday reports/insights on contact centre planning and performance  

Ensuring all periodical and ad-hoc reporting on customer files, own insight delivery activities and realization, and elaborate to managers on interpretation.  

Contributing to the signaling of process improvement potential, as well as contributing to the development, optimization and modification of department administrative systems and procedures.  

Validating quality, consistency, accessibility and structure of data, validating models and ensuring preparation of data for machine learning algorithms.  

Conducting in-depth analysis of data and reports by combining and interpreting external and internal quantitative and qualitative data, processes and development and by data mining for correlations, trends, outliers and probabilities.  

Discovering ways in which business value can be added to the data, designing customer interfaces for specific customer needs (in close collaboration with IT), visualizing and modelling output and developing trusted information and true insights?  

Job Qualifications 

Higher Vocational level of thinking and 2 - 4 years of relevant experience in resource planning and/or experience in a Customer Service environment.   

A Lean Six Sigma certificate would be an advantage.  

Good knowledge of MS Project, Excel, Visio, including the ability to create spreadsheets, manipulate data and produce reports and quotations (i.e. perform V Lookups and create pivot tables).  

Customer focused with excellent planning and presentation skills.  

Experienced in process management.  

Knowledge of internal guidelines and procedures for data processing and insight delivery.  

Knowledge of customer service level agreements and data governance principles.  

Confident in liaising with internal and external customers  

Attention to detail; thorough, accurate, pride in delivering quality work.  

Strong verbal and written communication with strong interpersonal and team working skills  

Ability to think independently, can bring ideas and opinions to the table.  

Strong numeracy skills  

Desirable  

Experience monitoring and analysing performance in a customer service environment  

Experience proposing measures to correct or improve ways of working to meet established quality standards  

Good judgement and objectivity, using data as the basis for decision making  

Fluent knowledge of Dutch and English spoken and written. German language skills would be a district advantage 

Benefits: 

Generous pension (matched contribution up to 6%, with a maximum employee contribution of 10% of your monthly salary) 

Staff discount  

25 days holiday plus bank holidays, rising with service 

8 hours paid appointment time per annum 

Hybrid working possible after the satisfactory completion of your probationary period 

Employee Assistance Programme 

Free on-site parking and subsidised canteen 

Employee friendly policies such as long Service rewards 

About Viking:

Looking to work within a vibrant company, combining 25 years of industry expertise with ongoing investment in cutting-edge technology to drive future success? Seeking a role where proactivity is welcomed, with scope to develop and grow? 

We are Viking. We provide business supplies and services to help our customers work better - whatever their workplace. We are a single source for everything customers need to be more productive, including the latest technology, core office supplies, print and document services, business services, facilities products, furniture, and school essentials. We sell approximately 45,000 products in total, which we supply to other UK businesses, mainly though our Ecommerce channel