Customer Service Team Manager

By fitlink_adm

Job Description:

The Customer Service Team Manager is responsible for the organization and execution of customer services in Western Europe, Africa, and LATAM. Apart from leading a multifunctional team, he or she will also be responsible for translating the global customer service strategy & mission into actionable plans.

 

Job Responsibilities:

  • Leading a multi-functional and multi-country team of Customer Service Managers & Officers as well as the team leader responsible for the Help Desk team and the Technical Support & Interventions team.
  • Motivate and develop your team members, focusing on personal growth and competencies and act as a mentor and coach.
  • The strategy is set, the mission is clear. Your focus will be on translating this to improvement & upscaling initiatives to optimize existing processes, ensuring they are documented and implemented in a correct and professional way.
  • Collaborate closely with other departments such as our Project Office and Sales teams, feeding back structural improvements.
  • Report to the Global Unit Manager Customer Service, based in Harelbeke.

 

Job requirements:
  • Master’s degree in engineering or business engineering.
  • At least 10 years of working experience, including a minimum of 3 years in an international client-focused environment.
  • Understand the needs and challenges of client-centric environment and always put customers first.
  • Previous people management experience is a plus, but a warm, mature and listening attitude is the priority. You get energy from working with people, acting as a coach for your team.
  • Ability to mediate conflicts and persuasive nature characterizes you. You combine this with a process-oriented mindset with a drive for process improvement and optimization.
  • Demonstrated proficiency in English and Dutch.
  • Willingness to travel occasionally.
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