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Ergon Recruitment Brussels

CUSTOMER SERVICE TEAMLEADER in Flemish Brabant

Via Ergon Recruitment Brussels

For one of our clients, in the Energy sector, we are looking for a:

Customer Service Teamleader in Flemish Brabant

CUSTOMER SERVICE TEAMLEADER in Flemish Brabant

Job description

Job Purpose
  • To manage and coordinate the Bulk Customer Service activities for Belgium to achieve a good level of Customer Relationship Management in line with the Customer Value Proposition ;
  • To create and maintain a high-quality working environment for all employees of the Bulk Customer Service ;
  • To be the first responsible and decision maker within the Bulk propane Customer Service ;
  • To assure an efficient complaints management, analyzing and improving the services.

    Dimensions
    Subordinates : 7 Sales Support – 6 Order Taking/Invoicing
    Number of customers : 30.000 mainly B2C

    Principal accountabilities
  • To have a clear understanding of Order To Cash process and apply daily deliverables ;
  • To monitor key performance indicators in order to measure the efficiency of the Bulk Customer Service and the level of service towards customers ;
  • To deal directly with customers if necessary and at all levels in the event of difficult situations ;
  • To train new staff and when necessary be able to be the first back-up of team members ;
  • To interact with teams from other operational areas to resolve cross-functional servicing needs and issues, provide needed information, clarify actions ;
  • To coordinate the complaints management in an efficient and constructive way and ensure good communication between the several operational departments.

    Key Challenges
  • To support weekly and monthly meetings to reinforce goals and objectives of the team ;
  • To give individual coaching to team members to continuously improve their customer approach ;
  • To demonstrate analytical thinking and business acumen ;
  • To act in an effective way, demonstrating leadership and motivate and lead the team ;
  • To demonstrate strong operational performance in structuring and organization ;
  • To demonstrate effective communication with internal and external key stakeholders and customers.

Profile

Educational Background

Bachelor or similar level gained by experience

Qualifications required

  • Coaching, developing and training skills ;
  • Analyzing and problem solver ;
  • Able to work according to strict procedures and able to maintain and improve procedures ;
  • Languages: Dutch and French
  • MS office : Outlook, PowerPoint, Excel, Word + MS Access
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Brussels

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Characteristics

Requirements

  • Professional bachelor (Higher Education Short Type)
  • English

Offer

  • Full-time

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