Customer Care Specialist (Consulting)

TL;DR

Customer Care Specialist (Consulting): Supporting the operational management of external customer service and optimizing support processes with an accent on digitalization and quality improvement. Focus on coordinating internal stakeholders, managing complex escalations, and analyzing operational KPIs to drive performance.

Company

Independent technology consulting firm providing guidance and solutions to businesses globally across Information Systems, Telecom, Life Sciences, and Engineering.

What you will do

• Manage daily operations of external customer service and act as the first point of escalation for complex issues.
• Coordinate information flow between internal stakeholders (GDPR, IT, E-commerce) and external partners.
• Define and update customer communication templates, FAQs, and operational procedures.
• Drive digital transformation through the automation and optimization of customer service processes.
• Monitor performance metrics including SLAs, productivity, NPS, and CSAT.
• Analyze operational reports to identify trends and propose data-driven improvements.

Requirements

• Experience in customer service operations or project management.
• Proficiency with customer service tools, specifically Salesforce.
• Bachelor’s degree or equivalent professional experience.
• Fluent proficiency in English plus Dutch and/or French.
• Strong analytical skills and experience working with KPIs and reporting.
• Ability to manage multiple stakeholders in a fast-paced environment.

Culture & Benefits

• International environment with a community of over 110 nationalities.
• Strong internal growth culture with a high percentage of leaders starting at entry-level.
• Access to an internal Academy with 250+ training modules.
• Active social life with regular internal events, after-works, and team buildings.
• Commitment to sustainability and social impact through the WeCare Together program.

Hiring process

• Brief introductory call to discuss motivations and fit.
• Average of three interviews with the line manager and future teammates.
• Optional case study or technical assessment depending on the role requirements.