Customer Service Manager

Nexin Agency; Brussel; Hybrid; EUR 70,000 - 110,000; Full time

Job summary

Nexin Agency is seeking an experienced Customer Service Manager to lead a portfolio of professional and corporate clients. You will drive service quality, streamline processes and collaborate with Sales, Project Management, IT and product teams.

The role focuses on evolving the customer service organization in a B2B setting, with a strong emphasis on digital tools and continuous improvement. Brussels-based with hybrid work options.

Qualifications

• Solid experience in a senior Customer Service, Customer Success, Service Delivery or similar position.
• Experience in an environment undergoing organisational, operational or digital change.
• Strong exposure to professional and/or corporate customers.
• Experience managing complex customer situations and expectations.
• The ability to bring structure and improve processes in an evolving environment.
• Good understanding of digital tools and technology-driven environments.
• Experience working with different internal stakeholders such as Sales, IT, Project Management or Product teams.
• Strong analytical and problem-solving skills.
• Excellent communication, stakeholder management and decision-making capabilities.
• A pragmatic and solution-oriented mindset.

Responsibilities

• Ensuring a high level of service and customer satisfaction.
• Overseeing the effective handling, qualification and follow-up of customer requests.
• Managing complex customer situations and escalations when required.
• Developing and improving Customer Service processes and ways of working.
• Ensuring clear prioritisation, coordination and follow-up of customer-related activities.
• Working closely with internal stakeholders including Sales, Project Management, IT and other business functions.
• Contributing to the continuous improvement and digitalisation of customer services.
• Supporting the adoption of new tools, processes and ways of working.
• Ensuring effective communication between customers and internal teams.
• Identifying opportunities to improve service quality, efficiency and the overall customer experience.

Skills

Customer Service

Customer Success

Service Delivery

Customer Operations

Job description

For one of our clients, an established international company operating in a B2B environment, we are currently looking for an experienced Customer Service Manager.

This is a key position for someone who combines a strong customer focus with the ability to bring structure, improve ways of working and contribute to the continuous evolution of customer services.

Your Role

As Customer Service Manager, you will be responsible for ensuring a high-quality service experience for a portfolio of professional and corporate customers.

You will play an important role in further developing the Customer Service organisation and ensuring effective collaboration between customer-facing teams and internal stakeholders.

Your responsibilities will include:

• Ensuring a high level of service and customer satisfaction;
• Overseeing the effective handling, qualification and follow-up of customer requests;
• Managing complex customer situations and escalations when required;
• Developing and improving Customer Service processes and ways of working;
• Ensuring clear prioritisation, coordination and follow-up of customer-related activities;
• Working closely with internal stakeholders including Sales, Project Management, IT and other business functions;
• Contributing to the continuous improvement and digitalisation of customer services;
• Supporting the adoption of new tools, processes and ways of working;
• Ensuring effective communication between customers and internal teams;
• Identifying opportunities to improve service quality, efficiency and the overall customer experience.

Your Profile

We are looking for an experienced professional with a strong background in Customer Service, Customer Success, Service Delivery or Customer Operations, preferably within a B2B environment.

• Solid experience in a senior Customer Service, Customer Success, Service Delivery or similar position;
• Experience in an environment undergoing organisational, operational or digital change;
• Strong exposure to professional and/or corporate customers;
• Experience managing complex customer situations and expectations;
• The ability to bring structure and improve processes in an evolving environment;
• Good understanding of digital tools and technology-driven environments;
• Experience working with different internal stakeholders such as Sales, IT, Project Management or Product teams;
• Strong analytical and problem-solving skills;
• Excellent communication, stakeholder management and decision-making capabilities;
• A pragmatic and solution-oriented mindset.

Experience within software, SaaS, digital services, technology, telecommunications, document management or another service-driven B2B environment can be particularly relevant.

Languages

Given the international and Belgian customer environment, excellent communication skills are essential.

You are fluent in

• Dutch
• French

Both Dutch and French are essential requirements for this position.

The Opportunity

This position offers the opportunity to take an important role within an established organisation that is continuing to evolve its customer services, processes and digital capabilities.

You will work in a business-critical function with significant interaction across different departments and with important corporate customers.

The position is based in Brussels and offers a combination of on-site presence and remote working.

This is a permanent employment opportunity