Customer Service Manager

Start Date: ASAP

Duration: Long-term

Location: Vlaams-Brabant

Job Title:

Customer Service Manager

Responsibilities:

• Manage and develop relationships with key clients.
• Serve as the single point of contact for clients, ensuring high-quality customer experience and satisfaction.
• Collaborate with internal teams to meet customer needs.
• Liaise with the sales organization to identify new opportunities.
• Handle customer escalations and resolve issues to maintain strong client relationships.
• Monitor contract performance, agree on reporting formats and metrics, and prepare regular reports.
• Act as the main interface for technical and operational matters, including incident and crisis management.
• Follow up on SLA-related topics and ensure service levels are met as defined in the SLA.
• Coordinate daily service operations and serve as the primary contact for the service desk regarding specific issues.
• Attend Service Review Meetings, draft meeting minutes, define action plans in case of crises, and be the direct contact point for incident management.

Qualifications:

• 5+ years of experience in service management and/or customer relationship management or a similar role.
• Strong organizational skills and ability to provide direction to the team, accustomed to working in an international environment and matrix management of multidiscipline teams.
• Excellent verbal and written communication skills, with the ability to prepare and deliver professional presentations, including to C-level executives.
• Absolute focus on customer service and quality.
• Proficient in English.
• ITIL foundation, Prince, or equivalent (desirable).
• Proven experience in continuous improvement activities.
• Proven experience in managing solutions for large and complex customers.