Customer Service Team lead

📁
Customer Support/Service
📅
1900653 Requisition #
 
Function
 

Barco is looking for a Customer Service Team lead at his global HQ in Kortrijk. As our new Customer Service Team lead, you’ll combine people management with service desk tasks in order to stay in touch with our processes and our customers. You’ll be the go-to person for the team members and customers in case of questions. You’ll be the person who will watch over the Customer Service related KPI’s and SLA’s. As our new team lead you’ll make sure to improve overall performance and upselling.

 

Key responsibilities

 
The Customer Service Team Lead will have to divide his/her time between:
  • 50% day-to-day people management
  • 50% service desk tasks
 
The main responsibilities:
  • Manage and coach a team of 10 persons daily
  • Make sure that KPI’s and SLA’s are followed and met as well as quality standards
  • Analyze technical problems which are reported via phone, e-mail or internet by customers, partners or customer service engineers
  • Resolve customer issues through ordering the necessary resources, both material and labor, after verifying technical compatibility, logistical possibilities and required competencies.
  • Detect quality issues and forward all relevant information to the appropriate escalation channel.
 

Requirements
  • You have a technical master or bachelor or equivalent through experience.
  • You have 5 years of relevant experience.
  • You are computer proficient and you have a good knowledge of “Microsoft Office package” and ERP systems.
  • You are fluent in Dutch and English, written and oral. Knowledge of any other language is an asset.
  • A first experience with people management is an asset.
  • You have good communication skills, written and oral, in order to communicate with customers and (internal) stakeholders
  • You are customer oriented and result driven. You enjoy helping customers and you find satisfaction in solving their problems.
 
 

Our offer 

  • A permanent contract
  • A competitive salary package with extra-legal benefits such as a health and group insurance, meal vouchers, bonus system, …
  • The opportunity to work for an international market leader where innovation really matters.
  • Internal training in our Barco University
  • A modern and state of the art working environment
  • A challenging technical role combined with people management

 

 

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