We are looking for a Customer Care Coördinator to strengthen our Astara team!Astara Western Europe NV is part of the Spanish astara Group, an international company specialized in open mobility solutions. The automotive landscape is currently in full transition due to digitalization, electrification and new forms of mobility. Astara has been working to implement its own distribution and mobility ecosystem to respond to today's challenges, such as achieving more sustainable and energy-efficient mobility and better digitalization. Astara will offer a whole range of products and services focused on mobility such as (in addition to classic ownership) subscription packages, B2C and sales through new channels, all supported by a digital platform that allows interaction with customers through the different steps in the customer journey. Within the distribution section, astara Western Europe is an importer of several brands of passenger cars and light trucks. Currently, the portfolio includes Hyundai (Belux) - Suzuki (Belux) - Maxus (Belux/DE) - SsangYong (Benelux/DE) - MG (Belux) - Isuzu (Benelux/PL/DE/CZ/SLO/AUS) - Silence (Belux) - Microlino (DE) and Mitsubishi (PL). New brands are in the pipeline.For the headquarters of Astara Western Europe NV (located in Kontich) we are currently looking for a Customer Care Coördinator.Astara Western Europe aims to differentiate itself in the area of customer experience. Within the Service department, the Customer Care team is responsible for all elements of customer experience ranging from measuring, analyzing and improving overall customer satisfaction, maintaining certain customer satisfaction processes (Customer Care) to handling all kinds of customer files (Contact Center). As a Customer Care Coördinator, you will join a dynamic team and work as the right hand of the Customer Care Manager.What does a job as a Customer Care Coördinator look like?The tasks are divided into two parts: Contact Center related on the one hand, Customer Care supporting on the other:1. You are responsible for the optimal operational functioning of the Contact Center:You will assume the role of expert for the Contact Center.Together with the Customer Care Manager, you will be responsible for the timely and professional handling of all customer inquiries (email, phone, social media, ...) to achieve maximum customer satisfaction and retention. In doing so, you will work closely with other colleagues and teams.You will inform and advise our dealers on specific customer issues.You ensure correct registration of customer records in the (CRM) database.You will act as an ambassador of the respective brands to our internal and external customers.You implement efficient reporting to the Customer Care Manager.2. You will support the Customer Care Manager in the implementation, execution and evaluation of Customer Care programs and tools:You will investigate improvement opportunities in the customer journey, propose action plans and you support coaching at our dealers regarding customer orientation.You will be responsible for following up on customer and/or dealer surveys.What do we expect of you?You are by nature very customer-oriented and strive for high customer satisfaction. You enjoy contacts and working with people.You preferably have experience as an employee within a customer or commercial inside sales department.You are well bilingual French/Dutch and have a working knowledge of English.You are administratively strong and correctly follow up on all Contact Center and Customer Care related files.You are a good listener and communicative, and possess commercial and consultative skills.You work solution-oriented and share your ideas to further improve the functioning of the Contact Center.You are stress-proof.You enjoy working with systems and have a good knowledge of MS Office.You have analytical skills and an understanding of numbers and statistics.Experience in the automotive industry (importer or retail) is a plus.What do we offer you?A varied position within a driven team and an international group. At astara, taking the initiative and responsibility is encouraged, and there are numerous opportunities for self-development within the company.You will receive an attractive salary package in line with your expertise, including a wide range of fringe benefits such as a company car with fuel and/or loading card, meal vouchers, group and hospitalization insurance, etc.You will join a fun environment with an open culture.
