This is what you are going to do.

As an Onboarding Specialist, you will be the director in the initial phase of the customer relationship. You will provide structure, overview and clarity for both the customer and the internal organisation.

This role is not a sales position or traditional customer service, but a coordinating role in which you are responsible for ensuring a successful start to the customer relationship.

Customer onboarding:

• Welcoming new customers and reviewing the working agreements.
• Assisting existing customers with: 
  • hardware replacement,
  • contract renewals and the associated updating of working agreements.
• Explaining ista's services, including:
  •  metering services and hardware,
  •  invoicing,
  •  customer portals and other services.

Recording working agreements:

• Coordinating, explaining and recording all working agreements.
• Checking whether the expectations of the customer and ista are aligned.
• Identifying deviations, risks or ambiguities and acting proactively on them.

Process- and system control:

• Checking whether the object has been delivered correctly from an administrative point of view.
• Verifying whether contract details have been recorded completely and correctly.
• Checking whether customer data has been processed correctly in our systems.
• Providing feedback in the event of errors or missing information and ensuring follow-up.
• Ensuring a correct and fresh start to the service provision.

Internal coordination & alignment:

• Acting as a link between: 
  • Project Management and Installation,
  • Sales,
  • Billing,
  • Customer Service.
• Ensuring a clear transfer to the regular management organisation.
• Ensuring that customers do not “fall between departments".

Customer experience & quality:

• Ensuring a positive and professional first impression of ista.
• Proactively answering questions and removing uncertainties.
• Contributing to customer satisfaction, quality and retention.