Senior Customer Care Consultant enhancing customer trip experiences at Intrepid Travel. Leading investigations and resolving complex issues to support customers during trips.
About the role
- Customer Service Manager leading a talented support team in Belgium, ensuring exceptional service and guiding through change.
Responsibilities
- Supervise daily operations and ensure service quality and KPI achievement.
- Support team members in managing internal and external escalations.
- Facilitate regular team meetings, performance conversations, and 1:1 development check‑ins.
- Build career paths and succession planning.
- Manage team scheduling to ensure the right coverage at the right time.
- Improve processes and ensure best practices are consistently applied to ensure a consistent level of service delivery.
- Collaborate closely with Product, Tech, Sales, and other stakeholders to drive improvements.
- Review data, KPIs, and dashboards (e.g., PowerBI) and translate them into actionable insights.
- Foster a positive, motivating team culture where people feel valued, supported, and heard.
- Play a key role in enhancing team expertise across a broad portfolio of products.
Requirements
- Proven people & team management experience.
- Experience working in B2B environments, especially product support.
- Strong change leadership skills, with examples of leading teams through transitions and change journeys.
- Confidence in challenging the status quo and improving processes.
- Resilience, adaptability, and comfort with ambiguity.
- Ability to read the stories behind the data and track KPIs.
- Fluency in both Dutch and English.
- A nurturing mindset with a focus on team development and empowerment.
Benefits
- A full-time managerial role within a stable, experienced, and highly knowledgeable team.
- The chance to develop and transform a growing support organization.
- A collaborative culture focused on learning, development, and customer impact.
- Flexible and hybrid working arrangements with regular presence in Hasselt and Ghent.
- A competitive compensation package with attractive benefits.
- Access to extensive learning and development opportunities within Wolters Kluwer.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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