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Dstny BE
Escalation Manager

Escalation Manager

Hybrid

Zaventem, Belgium

Full Time

11-03-2025

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Job Specifications

At Dstny, we're more than just a tech company – we're the architects of tomorrow's communication landscape. For over 15 years, we've been revolutionizing cloud telephony and Unified Communications as a Service (UCaaS), solidifying our reputation as an industry leader and one of the fastest-growing companies in our field.

Rooted in Belgium and operating across seven EU countries, Dstny combines the agility of a scale-up with the reliability of an established player. Our headquarters in Zaventem is where innovation thrives, crafting solutions that bring businesses closer to their customers and to each other.

In addition to Business communications, we also deliver Secured Connectivity solutions. Together, they create the perfect mix to help organizations thrive in an ever-changing digital world.

Why Dstny?

Local Hero, Global Impact: We understand the local business needs while delivering global best-in-class solutions.

The Best of Both Worlds: Experience the perfect blend of startup energy and corporate stability.

A Dynamic Workplace: Grow personally and professionally, mastering soft skills and cutting-edge technology.

Make a Real Impact: Your work directly shapes the future of business communications.

At Dstny, "work hard, play hard" isn't just a saying – it's how we thrive. Our core values aren't just words on a wall; they're the heartbeat of our daily operations.

Ready to make a difference? Join us at Dstny, where your career is more than just a job – it's a journey of growth, innovation, and meaningful impact in shaping the future of business communications.

https://dstny.be/

About The Role..

Dstny is looking for a driven and strategic Escalation Manager

As Escalation Manager, you will play a key role in managing escalations for both our customers and partners. In this role, you will be responsible for ensuring unmatched customer satisfaction by effectively and efficiently engaging the right people and processes to resolve escalations swiftly and thoroughly. With a deep understanding of Dstny and our systems, you can quickly mobilize both internal and external stakeholders while maintaining a calm, solution-oriented approach. Your resilience and customer-focused mindset enable you to manage complex situations and elevate the customer experience to the highest level.

What will you do?

Manage escalations and improve processes: Gather customer feedback on escalations and translate it into concrete action plans. Organize and coordinate the appropriate stakeholders for each action and ensure the process is efficiently followed until all action points are completed.
Customer-centric problem-solving: Understand the urgency of cloud telecom issues and take swift and appropriate action. Collaborate with your team to first implement a suitable solution, then analyze the situation further to understand the root cause and prevent future incidents.
Reporting and progress monitoring: Provide weekly reports on the status of escalations, including priorities, progress, and impact. Ensure that escalation statuses are clearly communicated to involved teams and stakeholders.
Efficient record management: Maintain up-to-date escalation records in our CRM system. Ensure clear follow-ups based on the specific phase of the escalation.
Propose improvements: Actively contribute ideas for improvements in the escalation process. Draft proposals to optimize the customer experience and operational efficiency.
Proactive customer communication: Act as the main point of contact for escalations. Proactively reach out to customers to keep them informed about incidents, progress, and potential structural improvements within the company.
Collaboration with operational teams: Work closely with team leaders in our operational department. Be part of the "Support Team," where you contribute to improving processes and customer relationships.

Wat are we looking for...

Proactive mindset: You thrive in a dynamic work environment and take the initiative to drive improvements.
Flexibility and prioritization: You are accustomed to switching gears quickly, setting priorities, and adapting to changing circumstances with ease.
Collaboration and agility: You enjoy a culture where collaboration, innovation, and speed are central.
Commitment and adaptability: You are comfortable in a role where dedication and engagement beyond regular working hours are sometimes required.
Leadership: You can independently set up and coordinate a task force focused on achieving concrete results.
Communication: You are a strong communicator who can convey complex information clearly and concisely to both internal teams and external stakeholders.
Maintaining oversight under pressure: You keep an overview and maintain structure, even under time constraints or in challenging situations.
Experience with ticketing systems: You have experience with ticketing systems (such as Zendesk, Jira, Freshdesk, or similar platforms) and know how to use them effectively.
Analysis and process improvement: You can analyze support processes and suggest improvements to elevate service quality.
Results-driven: You ensure that SLAs and KPIs are met in daily operations.
Experience with CRM systems: Experience with Microsoft Dynamics or a similar CRM system is a plus.
Experience with documentation: Familiarity with documenting in Confluence is a great asset.
Language skills: You are fluent in Dutch, French, and English, allowing you to communicate with customers in their preferred language.

What can Dstny offer you...

A challenging job in a fast-growing company where you can also grow yourself (with plenty of room for training)
A competitive salary, including an eco-friendly company car with fuel/charging card.
Electronic meal vouchers, health insurance.
Flexible working hours, with the possibility of remote work. Because in digitalization, we should set a good example, right?
A pleasant working environment in a brand new building customized to the wishes of our Destinians.
A great team, you will join a warm and professional team of colleagues and customers who who work together on common goals.
A friendly atmosphere with regular fun team-building activities or company events.
Always fresh soup, fruit, and delicious coffee.

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About the Company

Dstny is a premier European provider of cloud-based business communications solutions. With more than 3 million users, Dstny simplifies communication for companies, partners, and service providers with interactive tools delivered as-a-service across all formats, including voice, video, and chat. Featuring a mobile-first design and easy integration, Dstny's innovative technology and strong local partnerships allow for delivering exceptional user experiences. Headquartered in Brussels, Dstny has ca. 1000 employees in 7 Europea... Know more

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