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

  1. 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
  2. Support tool, JIRA: Manage the process and flow of Customer Service requests in JIRA
  3. Customer relationship management: Manage, review and assess customer support contracts
  4. 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