Customer Service Manager - Brussels

NEXIN; Brussel Hoofdstad; Hybrid; EUR 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

Permanent contract

Brussels base

Job summary

Nexin Agency is seeking an experienced Customer Service Manager for a client in Brussels. You will oversee service delivery for professional and corporate customers and drive continuous service improvements.

The role is based in Brussels with a hybrid on-site/remote setup. It is a permanent position requiring collaboration across Sales, IT and Project Management to optimise processes and tool adoption. Fluency in Dutch, French and English is preferred.

Qualifications

• Senior experience in customer service or operations.
• Ability to lead process improvements and digitalisation.
• Strong stakeholder management across Sales, IT and PM.

Responsibilities

• Ensure high quality service experience for professional and corporate customers.
• Oversee handling, qualification and follow-up of customer requests.
• Manage complex escalations and guide resolutions.
• Develop and improve customer service processes and ways of working.
• Coordinate with Sales, Project Management, IT and other functions.
• Support adoption of new tools and workflows.
• Contribute to continuous improvement and digitalisation.
• Ensure communication between customers and internal teams.
• Identify opportunities to improve service quality and efficiency.

Skills

Senior

Customer Service

Process Improvement

Stakeholder Management

Analytical Skills

Change Management

Communication

Tools

Digital tools

Job description

Customer Service Manager :

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.

You ideally bring:

• 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.

• Dutch
• French
• English

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 Brusselsand offers a combination of on-site presence and remote working.

=> This is a permanent employment opportunity<=