Customer Success Expert

Founded in 1910, Samsonite is the world’s leading luggage brand with an extensive legacy in trendsetting travel solutions. Renowned for breakthrough research, development and its commitment to innovation, Samsonite has since its inception excelled in a number of industry firsts and offers an extensive range of travel, business, kids, casual and personal accessory products to help travellers journey further, with ever lighter and stronger products. Samsonite is represented in Europe through 18 entities in the major European countries.

To reinforce its European After Sales Service department based in Oudenaarde, Belgium, Samsonite is currently looking for an enthusiastic **Customer Success Expert.**

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

**Job Type**: Permanent contract

**Benefits**:

- Additional leave
- Company computer
- Eco vouchers
- Food allowance
- Hospitalization insurance
- Mileage reimbursement
- Retirement plan
- Work from home

Schedule:

- Day shift
- Monday to Friday

Supplemental pay types:

- 13th month salary
- Vacation money

Work Location: In person