Description
Description:
As Customer Service Manager, you ensure service management and effective pre-, and after sales support in order to maximize margin, and meet/exceed expectations of external professional and/or wholesale customers in accordance with agreed SLAs and/or contracts.
It's your mission to guarantee 'best in class' Service Management while achieving high customer satisfaction.
To this end your main tasks and responsibilities are:
* Act as single tactical point of contact during the operational life cycle of customer projects; ensure an efficient relationship between the customer and the different internal
departments that are involved in the delivery of the services.
* Coordinate the service delivery of the solutions to the customer, via regular service review meetings with the customer and the internal organization.
* Ensure that the services are delivered as contractually agreed, in line with the agreed SLAs with the customer and analysis of the reports. If necessary start corrective
action plans to respect the SLA and continuously improve our services.
* Timely treat the questions of the customer according to the conditions of the contract.
* Define, control and optimize the margin and take corrective actions when needed.
As service manager your main objective is to attain and sustain high customer satisfaction.
You will see that at client we aim to keep our internal employees highly satisfied as well. We encourage our employees to take their professional development in
their own hands and make use of many internal career possibilities.
Required Profile and skills
* Industrial engineer, or equivalent by experience
* Minimum 6 years of relevant experience and expertise
* Fluent in Dutch, French and English (oral and written)
* Highly customer focused
* Proactive, assertive without being arrogant
* Able to manage resources efficiently (people, time, budget, tasks, virtual teams)
* Able to communicate efficiently and effectively, and liaise actively at all levels with your customers/colleagues
Working location/hours: Brussels/Office hours