Customer Service Excellence Lead (MVX) M/V/X

Beschrijving van de functie

Your impact

You operate at the heart of customer service transformation, turning strategy into concrete execution.

You make customer operations work better structurally by bringing clarity, consistency and efficiency to how teams operate, how systems are used and how processes are executed.

You build the foundations for scalable, high quality and efficient customer operations first by strengthening processes and technology, and progressively by elevating customer experience and team maturity.

With real ownership and cross functional exposure, your work has visible impact on performance, quality and ways of working, while shaping a consistent and future ready customer experience across the organisation. You will grow into a people leadership role, taking responsibility for team performance, engagement and development.

Jouw profiel

Your responsibilities

• Design, document and standardise end to end customer service processes to create clarity, consistency and scalable ways of working
• Identify inefficiencies and lead continuous improvement initiatives based on data, customer feedback and operational insights
• Drive adoption and optimisation of CRM, customer service tools, data and automation (including AI), ensuring systems truly support operations.
• Translate processes and tools into clear, actionable training and enablement for customer facing teams, supporting adoption of new ways of working
• Define and monitor operational KPIs (efficiency, SLA, FCR, quality) and translate insights into concrete improvement actions
• Work cross functionally with Sales, Operations, IT and Finance to align stakeholders and turn strategy into execution

Your profile

• 5-8+ years of experience in customer service or similar environments
• Proven track record in process improvement, standardisation and implementation
• Hands on experience with systems (CRM, ticketing tools, Contact Center solutions, data tools, Excel)
• Strong affinity with technology (including AI), automation and data
• Demonstrated ability to drive change, adoption and execution
• Analytical, structured and solution oriented mindset
• Strong communicator with the credibility and energy to align stakeholders and bring people along
• Ready to combine hands-on process and technology with growing people leadership responsibility
• Fluent in Dutch, French and English

Taalvaardigheden

• Frans (troef)

  • Begrijpen : Vaardig - (C1)
  • Schrijven : Vaardig - (C1)
  • Lezen : Vaardig - (C1)
  • Spreken : Vaardig - (C1)

• Nederlands (troef)

  • Begrijpen : Vaardig - (C1)
  • Schrijven : Vaardig - (C1)
  • Lezen : Vaardig - (C1)
  • Spreken : Vaardig - (C1)

• Engels (troef)

  • Begrijpen : Vaardig - (C1)
  • Schrijven : Vaardig - (C1)
  • Lezen : Vaardig - (C1)
  • Spreken : Vaardig - (C1)

Voordelen van de betrekking

What do we offer

• Working for a sustainable and meaningful brand.
• Thorough onboarding, training, and ongoing coaching.
• Growth opportunities within Culligan Belgium or internationally.
• Healthy work-life balance: 39-hour workweek with ADV days.
• Competitive salary package with fixed salary and performance-based bonus, including meal vouchers, eco vouchers, hospitalisation insurance, group insurance, and a year-end bonus.
• Company car with charging card, laptop, and smartphone.
• And yes: a water cooler at home to keep you hydrated!

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