Customer Service Team Lead providing first line support for Customer Service teams in Gent, Belgium. Leading and motivating the team to deliver customer service excellence.
About the role
- Customer Service support for banking customers managing orders and logistics at IDEMIA. Building relationships and ensuring customer satisfaction through effective strategy and communication.
Responsibilities
- Take over the Ownership of a Portfolio of Customer Relationships and the management of all contacts relating to their operational activity, including the co-ordination of customer facing operational and service review meetings and dealing with customer contacts in varying roles at all levels
- Be responsible for Order Process Management together with the Europe CS Hub (Management of order expectations, customer order status and performance reports)
- Communicate all customers’ requirements throughout Idemia departments, dealing with colleagues at all levels in varying roles to deliver customer requests and chase progress
- Use various internal systems to process customer actions (change requests / artwork requests / complaints & NCR’s)
- Ensure that all order entry, invoice dispatch specifications and commissions’ data is entered and processed in an accurate and timely fashion
- Work hand in hand with the Key Account Manager in charge of the customer, the technical teams for change requests and the Service Center (production)
- Lead communication with manufacturing sites, escalate issues to Business director, monitor all orders
Requirements
- Successfully & easily building strong relationships with Customers, ideally from banking industry or relevant
- Ability to manage priorities
- Italian and English business levels
- Team-player mindset
- An experience on Microsoft Dynamics AX is a plus
Benefits
- Health insurance
- Flexible working hours
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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