Manager Technical Customer Service
Il y a 2 mois
Company
As a global provider of expert information, software and services, Wolters Kluwer makes professionals work better and solve complex problems with confidence in an ever-changing world. Every day, our customers face decisive moments that impact the lives of millions of people and shape tomorrow’s society.
The Legal Software business unit, part of our Legal & Regulatory division, commits to ‘deliver deep impact when it matters most’ by supplying lawyers and legal professionals across Europe with innovative workflow solutions. Today, more than 150,000 legal professionals use our software daily to improve their efficiency and performance, reduce risk, and make critical decisions.
Job Summary
Responsible for coordinating and supervising the daily activities of a support team within a technical customer service area. Sets priorities for the team to ensure task completion.
Manages post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services.
Responsible for implementing technical customer support policies, procedures, training programs and call center tools to improve and sustain high quality customer service levels.
Location: Mechelen - partly remote possible
**Responsibilities**:
- Lead a small team of Technical Customer Service Specialists providing remote support for Wolters Kluwer customers- Monitor, manage and improve workflow processes in these areas and work to continuously hone efficiency, improve employee engagement and deliver the day to day customer experience- Manage the workflow process of the team and the day-to-day activity of the team**Requirements**:
- Bachelor's Degree or equivalent relevant experience.- 5+ years of progressive B2B technical customer service experience- Experience coaching and leading a team, managing multiple concurrent projects, and collaborating across multiple internal teams- Demonstrated ability to manage effectively, set team goals, develop people to their highest levels of performance, and manage through challenging situations- Performance management of large teams, creating and implementing policy, mentoring and coaching, as well as stakeholder manager and communications about high visibility and time sensitive issues- Language skills: Dutch - fluent, English - good working knowledge, French - would be a plus
Our Offer- You will be able to work with best-in-class software solutions, actively driving forward the digital transformation of our clients.- The ability to be part of a close-knit, international, supportive team, working in a fun environment, who are passionate about Technology and Innovation.- And of course an attractive remuneration package
Apply
Contact person
Herbert Bakels
Senior International Recruiter
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