Senior Customer Service Manager - International SOC

Orange Cyberdefense an Orange Group company is one of the worlds leading cyber security services and solutions providers.

Orange Cyberdefense enjoys 25 years experience in the field of global information security providing products and services for leading organisations in over 160 Countries.

We are building a safer digital society protecting individual and corporate freedom across geographies.

Customer Service Relationship Manager

The longterm goals for the CSM are to make sure that the services Orange Cyberdefense offers to the customer match the customer expectations add value and help position Orange Cyberdefense as the preferred partner for future investments.

To successfully care for the customer needs the SDM needs to work closely with the Account Manager and the Support teams. Depending on the customers size and the level of the service engagement part of the responsibilities of the SDM can be handled by the Account Manager.

Orange Cyberdefense is looking for an experienced Customer Service Manager to join our team. This is a relationship management and liaison role rather than a people management role.

As a Customer Service Relationship Manager you will be responsible for managing a set of customers and working closely with operations sales and projects to ensure excellent customer service and satisfaction.

Key Tasks and Responsibilities

Manage a set of customers and act as their main point of contact for any issues questions or concerns
Work closely with operations sales and projects to ensure a coordinated approach to customer service
Develop and implement customer service policies and procedures to ensure a high level of customer satisfaction

* Monitor customer feedback and develop strategies to improve customer satisfaction
* Resolve complex customer issues and complaints in a timely manner
* Ensure that customer service metrics are met such as response times and resolution rates
* Analyze and report on customer service metrics such as customer satisfaction retention rates and NPS scores
* Identify and implement process improvements to enhance the customer experience
* Build and maintain strong relationships with customers to ensure customer loyalty and repeat business.

If you have a passion for customer service experience in managing a set of customers and a desire to work in a dynamic and fastpaced environment we encourage you to apply for this exciting opportunity at Orange Cyberdefense.

Key Competences & Personal Traits

• 3 years customer service managementexperience
• Customer Oriented
• Team player
• Solution Oriented
• Creative & innovative
• Planning & organizing
• Communicative
• Convincing
• Stress resistant
• Initiative
• Accurate
• Presentation Skills (Slideware)
• Office Tool Skills (Word Excel PowerPoint Visio)
• Language Skills: Dutch and a good knowledge of English & French
• Basic understanding of Core Solutions & Technologies (Preferably)

What you can expect from us

• Be taken care of We offer you 32 vacation days meal vouchers ecocheques hospitalization and group insurance company laptop mobile phone with unlimited use fixedline phone and internet subscription a fuel card plus company car as well as other benefits. So you do not have to worry about a thing!

• Never stop learning We want to be the best in what we do and therefore we provide training certifications and learning opportunities for every employee so you continuously enrich your skills.

• Transparency Communication is key! So we organize company and team meetings on a regular base so everyone is informed properly.

• Do what you love Enjoy flexibility with offices in Brussels Antwerp Ghent Rotselaar & Nivelles a variety of events sport at work and lots of activities. We spend more time at work then we do at home that is why it is important that everyone feels at home. And we make sure you do!

• Snack to your hearts desire At Orange Cyberdefense we keep it healthy. So you can enjoy an assortment of fresh fruit and healthy snacks. For those with an occasionally sugar dip there are sweet snacks available.

• Reputable brand You will join an internationally growing company with over 25 years experience in the industry. This makes us experts in what we do. We have an international presence and yet local teams to assist our customers.

• The good life ...

Are you interested Then jump in!

Orange Cyberdefense are equal opportunities employer welcoming applications from all people regardless of their race sex disability age religion or sexual orientation.