Customer service & support manager

Range of responsibilities:

• Provide excellent customer service and to promote this idea throughout the organization
• Helping develop a customer service policy for an entire test organization
• Managing a team of customer services staff
• Handling face-to-face enquiries from customers
• Understand and satisfy customers’ requirements and exceed their expectations if possible
• Ensuring and approving of software releases
• Extensive end-to-end customer scenarios testing
• Act as an interface to ensure that the capabilities of the outsourcing team to cover more customer test plans are in par with customer scenarios testing offshore
• Responsible for budget, training, skills development of the team
• Developing customer service procedures, policies and standards for your organization or dept

Required skills:

• Broad knowledge of telecommunication protocols (ATM, Ethernet, DSL, WLAn, ...)
• Master in electronics / ICT
• Min. 5 years experience
• IP networking, internet technologies
• Linux, OpenWRT, Android knowledge (plus)
• Customer deployed Triple Play/Quadruple Play Services
• Agile methodologies
• Driving license and own car
• Fluent English

Personality / attitude required:

• Team player
• Problem solver
• Good negotiation skills, know how to address customers or speak in public
• Flexible, creative
• Takes responsibility
• Result driven and willing to learn
• Communicative
• Willingness to travel

Our offer:

• Long-term employment
• Permament contract
• Gross rate per month: EUR 4000 – 5000
• Other benefits and bonuses according to the Belgian regulations