Christophe Clerens Email & Phone Number

Brussels, Be

Bruxelles, Région De Bruxelles-Capitale, Belgique

Brussels Area, Belgium

The Head of CX Process & Methods is acting towards excellence in the customer fronting regalian processes such as: complaints, "Live" expression of dissatisfaction & delivered quality management, for multiple countries

Brussels Area, Belgium

As Part of the Operational Excellence team, within OPS, I am in charge of - B-Client onboarding: responsible for the feasibility analysis, the design of the Operational process and the implementation of new deals.- Optimization & reporting: Ensures that the processes are still optimal and if not, looks for solutions. Formalises the processes and procedures. The reporting section ensures that we have the right reports so that we can monitor the evolution of our operational services. - Solution deployment & Knowledge: Is responsible for the technical part within Operations, ensures that the tools are optimal and the knowledge of the people is up to date (training part).

Région De Bruxelles , Belgique

. Carry out the quality approach defined by the company by analysing the complaints handled by the team and by analysing the quality surveys carried out among our clients.. Develop, present and comment on "quality" reports to our main partners and to the competent authorities in our sector.. Deep dive on the customer feedback to define mitigation plans in order to improve the customer experience

Responsible for the distribution and organization of the daily tasks within my team in order to guarantee the respect of the Service Level Agreements. Through the quality management, ensure the respect of the procedures and the good execution of the different activities of the team, in order to always offer a high quality service to the customer. Coaching and developing team members to perform their daily tasks. Ensure that my team has the information it needs at all times, and to contribute through regular coaching to the development of the knowledge and skills of my staff.

As content expert (Coordinator) at the Premium Customer Service. I am the link between the team leader and the team. I am there for the team to answer there question, motivate them and listen to them. I am assisting my team leader, doing 1to1, coaching and give direct feedback. I have also a role in the recruitment. I am communicating a lot with everybody in order to solve issues (excellent problem solving skills). I am daily dealing with SL (service levels) and I have also a part in the control about call handling and quality. Dealing with angry customer. People development is also important part of the job.

Dealing with knotty problem or complaint, greet our customers at the airport to the moment you wish them goodbye, deliver the exceptional customer service for which Thomas Cook is famous, public face of the most trusted company in the business, selling Thomas Cook events and services, able to solve problems on your own initiative and dealing with people and the ability to work independently or as part of a team.

Tourism & Pr

Education record