Customer Success Expert

**Who we are**:
Samsonite is the worldwide leader in superior travel bags, luggage, and accessories combining notable style with the latest design technology and the utmost attention to quality and durability. For more than 100 years, Samsonite has leveraged its rich heritage to create unparalleled products that fulfill the travel lifestyle needs of conscious movers everywhere. With a portfolio of brands including Samsonite, Tumi, American Tourister, High Sierra, Gregory, eBags, Hartmann, and Lipault Paris, our products are sold in over 100 countries in North America, Asia, Europe and Latin America through our company-operated retail store, websites and a variety of retail partners.
As a member of the central European team, you will be the liaison between our company and our valued customers. Your responsibilities include building and maintaining strong customer relationships and ensuring an optimal experience for our clients, both our customers and consumers.
Key Responsibilities

**Primary tasks**:

- Develop and deliver educational materials and after sales related content - both online and offline - with the aim to improve the customer journey
- Maintain our knowledge base and ensure proper communication throughout the full customer journey, both online and offline
- Interact with several different departments - both internal and external - such as sales offices, repair centers, IT, logistics, marketing and digital department to achieve this goal
- Perform administrative tasks to support the team on ad hoc basis

Your goals
- Develop strong relationships with all stakeholders (customers, sales offices, repair centers) through proactive communication, regular follow-ups, with the ultimate goal to understand their needs
- Assist stakeholders in maximizing the benefits of our solutions: Upon implementing new solutions, ensure a smooth implementation, and provide necessary guidance to ensure successful use of our products/services
- Monitor customer satisfaction and take proactive measures to address any concerns. Share this information with internal teams to continuously strive to exceed customer expectations
- Be a valuable resource for customers by advising them on optimizing their use of our services and identifying opportunities for growth and improvement

**Samsonite is offering**:

- A very challenging job with growing possibilities in the European Headquarters of an international company based in Oudenaarde.
- A permanent job with a very attractive salary package and extra-legal benefits.

**Applicants should ideally**:

- Have experience in a similar role in customer services
- Embrace new technologies that bring customer services to a next level
- Show excellent communication and presentation skills.
- Show problem-solving skills and the ability to effectively multitask.
- Be fluent in English and French. Knowledge of other languages like German is an asset
- Have a proactive and result-oriented mindset.
- Knowledge of SAP and Salesforce Service Cloud is a plus.
- Willingness to travel if required

Travel is one of life’s greatest experiences. Are you ready to travel with us?

**Why you'll love working here**:

- Our employees matter. As a people-focused business, we work hard to provide meaningful rewards and development opportunities for our employees, recognizing performance, and creating a supportive working environment for them, wherever they are based.
- Vibrant culture. We are committed to a diverse and rich culture, welcoming people from all walks of life. Our long-standing commitment to diversity and inclusion empowers us to bring our authentic selves and unique differences to work every day.
- Socially responsible. We want to minimize our products' impact on the environment and help create positive journeys worldwide. We do this by creating the best products using the most sustainable and innovative materials, methods, and models.

**What we value**:
At Samsonite, we do more than create the bags that move with our consumer, we inspire and celebrate the moments that move them. We believe we have a responsibility to the world in how we operate, the products we sell, the communities where we live and work, and how we treat the people we employ. We're as diverse as travel itself, and like travel, your journey with Samsonite presents the opportunity to be a part of something bigger and explore your passions. This is why we offer various paths for professionals and celebrate the knowledge and skills they bring to our team. We are committed to a respectful workplace that allows our team members to bring their best selves to the workplace daily.
Samsonite is an equal opportunity employer and is committed to promoting and maintaining a work environment in which all applicants, associates, customers, and other individuals are treated with dignity and respect free from unlawful harassment, discrimination, or retaliation.