Customer Service Manager
il y a 2 semaines
Customer Service Manager (B2B)
Mission
Be responsible for setting up, managing, and supervising an efficient and high-performing Customer Service team based on a product-oriented, customer-centric approach. Ensure that customers receive high-quality service and that their questions and concerns are handled effectively and professionally. Continuously improve Customer Service processes and performance.
Your responsibilities
As a Customer Service Manager, your responsibilities will include:
People Management
• Build (and where necessary recruit or release), lead, develop, and inspire a team of Customer Service collaborators, providing guidance, coaching, and support to foster their growth and development.
• Set clear objectives for the team and individuals, aligned with the company's vision, project, and values; guide them in evolving Customer Service toward a product-oriented approach.
• Lead initiatives to improve the team's productivity, the quality of delivered services, and overall performance.
• Conduct regular performance evaluations, provide constructive feedback, and identify opportunities for skill enhancement and career progression.
• Foster a positive and inclusive work environment that values diversity, equity, and inclusion.
Customer Service & Relationship Management
• Ensure complete and thorough administrative management of customer files and documentation (from production instructions to invoicing) to guarantee service in line with established quality standards.
• Efficiently manage customer inquiries and complaints through various channels (phone, email, ticketing system, online chat, etc.), consolidated via the ticketing tool, to ensure continuous customer satisfaction.
• Ensure transparent, effective, and constructive communication and work closely with other departments including Service Delivery, Operations, Sales, and SA-PM to respect deadlines based on the urgency of customer issues and improve overall customer experience.
• Build and maintain a professional and constructive relationship with customers, assisting them in finding the best solution to their needs within a product-oriented approach – and step in when needed on complex cases – to ensure ongoing customer satisfaction.
• Analyze customer data and feedback, track business evolution and product profitability per customer (in collaboration with Finance and Sales) to identify trends and opportunities for improvement and growth.
• Develop and monitor key performance indicators (KPIs) to assess the effectiveness of Customer Service and continuously improve service quality.
Control & Continuous Improvement
• Implement the necessary internal policies and procedures to establish a product-oriented Customer Service approach to guarantee operational excellence, service quality, and compliance with deadlines.
• Ensure compliance with company quality standards and policies, identify and implement relevant quality controls, as well as necessary corrective and preventive actions to continually improve service quality.
• Take charge of projects related to Customer Service, including continuous improvement initiatives to enhance team efficiency and service quality.
Your profile
As a Customer Service Manager, you have:
• A degree in management, business, communication, or equivalent by experience.
• At least 8 years of experience as a people manager in a commercial context, ideally B2B (team of approx. 10 FTE).
• Proven experience in customer service, in a multichannel service environment.
• Previous experience as a Key Account Manager is a plus.
• Strong skills in process management and project management.
• Problem-solving and conflict resolution skills.
• Knowledge of CRM tools and customer relationship management software.
• Trilingual: French / Dutch / English.
We offer
• A competitive salary package – Your salary comes with extra-legal benefits such as a company car, profit sharing, group and hospital insurance, and meal vouchers.
• A lot of autonomy and flexibility to have a direct impact on speos' growth.
• A stimulating, evolving role with many challenges, opportunities, and innovative projects.
• A dynamic team within a family-like company culture.
• A unique atmosphere of collegiality and friendliness.
You will join a diverse team of highly talented colleagues, where there is space for ideas, initiative, and professional development.
Why speos?
speos is a leading and innovative Belgian company that develops solutions designed to provide businesses with optimized and secure administrative and financial processes. speos manages all aspects of outbound document flows, from document generation to distribution across print and digital channels.
The ultimate goal of speos is to ensure the success of its clients' administrative and financial processes, allowing them to focus entirely on their core business.
speos' strategy and its position as a subsidiary of the bpost group since 2001 make us the number one reference in our field of expertise in Belgium. This recognition is thanks to our ambitious management, cutting-edge technological know-how, and proven customer service.
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