Title:

Business analyst for developing the customer support desk

Location:

Brussels

Description:

We are currently looking for a business analyst developing a customer support desk in Brussels

Background:

The project “roll out of customer support strategy” aims at the implementation of the blueprint for the new global PCM wholesale customer support organisation that was decided last year. At this moment the project is in an implementation phase.

The support desk will be implemented with following targets:

• Single point of entry for corporate clients with relation to payment and cash management support in ING
• A customer oriented support desk for “gold” customers
• Alignment of the Belgian and Dutch organization
• Create a model that will allow continuous improvement

Objective:

Within the customer support desk the first line support should be organised with different expert groups. Together with a Dutch project colleague the candidate should:

• Prepare the policy for first line support
• Implement call routing & workflow management
• Structure and reuse the skills and know how of customer support colleagues to align the needs of the first line customer support
• Develop a new organisation and implement it:
• Concretise support processes & develop escalation processes
• Define first line expertise groups
• Define needs for tooling and realise them
• Define tasks, positions and responsibilities
• Develop monitoring of the first line activities due to KPI
• Clear roles and handover to second line support
• Define a plan, to continuously improve the first line resolution rate

Skills:

• preferably 4+ years experience with Customer relationship management and Service management;
• ability to understand the customer support processes and the role of a CRM system within the organization;
• ability to develop a service oriented organisation based on ITIL processes
• knowledge of payments & cash management
• University degree preferably with business knowledge;
• Position requires that the individual be analytical, have problem solving skills and be able to work independently to meet the strict deadlines. A certain degree of creativity and latitude is required;
• Diplomatic skills
• MS Office (Outlook, Excel, Word, PowerPoint and Project 2003)

Language:

Dutch and English is mandatory. French is considered a very big advantage

Offer:

Freelance

Type:

Contract

Rate:

Market rate

Reference:

Interteam.org - I0218602