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Company Info

Voyages SNCF est le distributeur en ligne officiel de billets de train de la Société nationale des Chemins de fer français (SNCF) et le spécialiste du train à grande vitesse en Europe
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Customer Relation Expert Level 2 - Brussels

Job ID: 51064
Job Views: 1665
Location: Brussel – Bruxelles
Sector: Rail
Contract: Fixed: full-time
Posted: 12.13.2017

Job Description

CDD - 6 mois
- Provide business expertise mainly for BtoB, BtoC activities (products and tools) to the outsourcer located in Barcelona
- Ensure the successful completion of manual after-sales Europe.
Activities & Responsabilities :
1. On all BtoC, BtoB and GDS activities, offers assistance to the external Call Center (direct contact with Team Managers and CS representatives with a service desk tool) to give guidelines in responding to complex and / or very specific customer cases :
- the characteristics of a product, a price ...
- the complex procedures to follow and / or a question related to distribution tools
- complex sales or after-sales cases
2. For all the activities mentioned above, the expert is responsible of the assessment and the follow-up of all the queries of the supervisors in order to enrich the existing processes. The expert provides daily feedbacks to his manager.
3. Depending on the defined operating mode, is in charge of the implementation and / or the follow-up of the manual after-sales carried out on behalf of the company’s customers. Controls and / or performs all manual after-sales carried out by the external contact center advisors and ensures that these are included in the back office tools; if not, finalize the after-sale in the Mosaique tool.
4. In coordination with the sales teams, is in charge of booking and modifying specific tickets (Promos, Educational, Voucher ...) intended for the company’s travel agencies and BtoC customers. Ensures the logistic of these in order to assure a quality of service.
5. Ensures booking for business trips and annual tickets for all the employee by using all the distributions tools of the company.
6. Operates the booking of Abonnements Frequence for Swiss market and ships them to the customers.
7. Ensures the back-up of colleagues in case of absence, maintaining the level of satisfaction of internal & external interlocutors.
Specific constraints
- Day shift (9h-18h)
- Some business trips to plan : Paris (FR), Barcelone (SP)

Job Requirements

Experience : 
Significant experience in the Travel Industry
Excellent knowledge of SNCF products is an asset, back office procedures and distribution tools.
Good knowledge of public clients (B2C) and travel agencies (B2B)

Technical skills :
Knowledge of distribution tools such as : Mosaique, GDS, Andora Euronet, Vola, Skyspeed

Language : 
French & English, Professional level. Another language is a plus.

Personnal Skills :
Strong Customer orientation
Excellent ability to communicate
Interpersonnal skills
Reactivity & Flexibility
Autonomy & rigor


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