Tools & Process Expert

As our Care Process Expert, you’ll be a key driver within the Care Operational Excellence
team, shaping how Customer Care operates day to day. Your focus? Making sure our tools
and processes truly support both our Vikings and our internal care agents.
You won’t just document how things work: you’ll understand the full care ecosystem, dive
deep into systems like Zendesk, Verint, Connect, or our own tooling, and turn insights into
practical improvements. In short: you make complexity disappear and help Customer Care
run smoother, smarter, and more efficiently.

Great. So, your main responsibilities would be…

Master the Care ecosystem

• Build a deep understanding of how our Customer Care ecosystem works, end to
  end.
• Act as the go-to expert for Care processes and systems.

Optimize processes & tooling

• Optimize and maintain Customer Care processes to improve efficiency, quality, and consistency.

• Own and continuously improve Customer Care tools such as Zendesk, Verint,
  Connect, or proprietary solutions.
• Analyze workflows, identify bottlenecks, and spot opportunities for improvement
• Translate insights into clear process improvements and tooling optimizations.

Enable change & adoption

• Keep an overview of ongoing improvements, priorities, and dependencies
• Ensure clear communication around changes to processes and tools.
• Support adoption by training and guiding colleagues in new tools and ways of
  working.

• Thrives on operational excellence and continuous improvement.
• Has an analytical mindset and knows how to get to the core of a problem.
• Turns insights into clear, actionable improvements.
• Takes ownership and shows a proactive, hands-on attitude.
• Loves technology and isn’t afraid to dig into tools and systems to unlock their full
  potential.
• Has experience with Customer Care tooling or learns new systems fast.
• Enjoys helping others by explaining, training, and enabling change.
• Can work independently and handle multiple priorities at the same time.

• A diversified job with real responsibility and contribution.
• The possibility to make a difference while rocking an empowering role! At Mobile
  Vikings, we work hard, but the right to disconnect is equally important.
• The chance to work in a cool office at least 2 days a week. Imagine walking into a
  space thoughtfully designed with modern aesthetics and vibrant colors- our offices
  are an extension of our culture.
• The best colleagues from around the world. We are a diverse group, and while our
  company language is English, we also speak in puns and memes ;-).
• Let’s not forget the delicious coffee accompanied by the (more than) occasional
  snacks.

Then don’t waste time and apply. Send us an email at jobs@mobilevikings.be and provide:

• A letter of motivation.
• Your CV

Let’s do this!