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About the Role
The Customer Service Specialist for the BeNeLux region plays a pivotal role in delivering exceptional customer experiences and operational efficiency across Belgium, Luxembourg, and the Netherlands. This role is responsible for managing customer inquiries, order management, invoiced-to-cash processes, and customer pro-active sales support.
Key Responsibilities
- Manage communication channels and handle customer inquiries and complaints, including medical inquiries, vigilance reports, and product inquiries.
- Manage inbound and outbound customer sales/service in Dutch, French, and English.
- Process and manage orders and product returns, ensuring on-time delivery and handling any irregularities in order processing.
- Maintain customer data and conduct debtor control and research.
- Handle and respond to customer complaints and issues, providing resolution or escalating the issue to the appropriate department if needed.
- Handle and allocate medical questions for cosmetics, prescription, and aesthetics products.
- Build and maintain strong relationships with customers by providing excellent customer service in terms of inbound, outbound, upselling, and cross-selling.
- Maintain accurate documentation of customer interactions and transactions.
- Stay up-to-date with product knowledge to ensure customers receive accurate and timely information.
- Collaborate with other departments to ensure customer satisfaction.
- Attend training sessions and meetings as required.
- Process orders, returns, and exchanges in accordance with company policies.
- Initiate changes in processes concerning customer care with the sole purpose of improving customer satisfaction.
Requirements
- Professional level of education.
- Fluency in English, French, and Dutch is a must.
- Proven experience in Customer Service Management with strong communication skills and "out of the box" thinking.
- Strong organization and time management skills.
- First-rate problem-solving ability and conflict resolution skills.
- Effective team player.
- Analytical mindset with the ability to use data to drive decision-making.
- Business acumen and good understanding of customer service management.
- Dedication to delivering exceptional customer service.
What We Offer
- You will be working for an organization that embraces diversity and inclusion and believes in delivering better outcomes by reflecting the perspectives of our diverse customer base.
- You will receive a competitive compensation package with a bonus structure and extended benefit package.
- You will be able to work in a hybrid work culture.
- You will participate in feedback loops, during which a personalized career path will be established.
- You will be joining a growing company that believes in ownership from day one, where everyone is empowered to grow and take on accountability.
