International Post Corporation (IPC) is the leading service provider of the global postal industry. IPC provides leadership by driving service quality, interoperability and business-critical intelligence to support posts in defending existing business and expanding into new growth areas. It is a cooperative association of 24 member postal operators in Asia Pacific, Europe and North America. IPC’s solutions and services are used by over 180 posts worldwide. Since 1989 IPC has set standards for upgrading quality and service performance and developed technological solutions that help members enhance service for international letters, packets and parcels.
Principle Accountability
To manage the effective operation of the IPC Customer Support function to ensure that it fully supports the business and objectives of IPC and members, through the resolution of issues.
Position within the organisation
Department: Technology
Section: Service Management
Service: Customer Support
Reports hierarchically to: Head of Service Management
Reports functionally to: Head of Service Management
Supervises:
Directly: Support Team
Indirectly: 0
Job dimensions
Responsible to maintain and enhance customer experience and relationships as well as meeting organizational and operational objectives.Autonomous decision-making authority
Decisions related to the improvement of the customer service experience by taking ownership of issues and following problems through to resolution where necessary.
Result areas
- Service and applications support: Manage the Help Desk support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed
- Support tool, JIRA: Manage the process and flow of Customer Service requests in JIRA
- Customer relationship management: Manage, review and assess customer support contracts
- Data, statistics and Support KPIs: Maintain statistics or other data to determine the level of Customer Support IPC is providing
Contacts
Internal contacts
Exchange of information: Heads of Department, IPC Managers, Staff
Negotiations with: Managers, Heads of Departments
External contacts
Exchange of information: Customer Group representatives
Negotiations with: 24/7 support service supplier (CEGEKA)
Functionality criteria
Knowledge and experience:
Experience
- 3 to 5 years’ experience in managing operational support
- Experience with Incident Manager and Problem Manager roles
- Experience with support/helpdesk tools
- Experience with technical as well as business support
- Experience with outsourced support services
Qualifications
- University Degree
- Fluent in English (spoken and written)
Skills
- Customer service focus
- Problem analysis and problem-solving
- Planning and organizing
- Stress tolerance
Attitudes
- Essential:
- Excellent customer awareness & focus
- Excellent communication and interpersonal skills
- Excellent planning, organising and prioritising skills
- Ability to use own initiative
- Desirable:
- Positive / ‘Can Do’ philosophy
- Have a holistic approach / vision
- Creative/innovative/forward thinking
- Good commercial acumen
- Analytical and efficient approach to work
- Willingness to work additional hours as required
Contract Length
Permanent contract
Location
Brussels, Belgium
Application & Contact Information
To apply, send your CV indicating the position you are interested in along with a covering letter telling us why you think you’re right for us to: ipcrecruitment@ipc.be.
Contact Information
Myriam Smout
Human Resources
International Post Corporation
Avenue du Bourget 44
1130 Brussels
Belgium