Support Manager
Support Manager
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Job Description
We are currently seeking a driven and customeroriented Support Manager to join our growing team. Our product CAS offers our clients realtime communication with customs. The Support Manager is responsible for customer support according to the agreed support SLA. That includes using CAS for the customer under specific conditions and based on different customs flows and agreements in place. This role is critical in ensuring our customers receive exceptional support and have a positive experience with our products.
Responsibilities
- Monitor the customs declaration process and its related issues from start to resolution (e.g. fixing customs errors followup tasks and alerts in CAS)
- Identify and record reported queries and provide solutions
- Advise users on appropriate course of actions and proactively take required actions to assure the business continuity of customers
- Provide product guidance to customers to help them maximize the use of our solutions
- Collaborate with other departments such as product development and sales to address customer needs and feedback
- Contribute to the development of support documentation and resources
Skills
- Customs knowledge or logistic background is required a proven experience in a SaaS or ERP environment is a plus.
- Available and flexible to work during outofhours support 07:00 19:00 CET)
- French native speaker with excellent written and verbal communication skills in English Dutch is considered a plus
- Critical thinking analytics and problemsolving skills
- Willingness to learn (customer support customs IT
- Ability to work independently and as part of a team
- Customerfocused mindset with a passion for delivering exceptional service
- Customer support experience is a plus
Benefits
- An international openminded team with different backgrounds and seniority levels
- A peopleoriented company with an informal working environment
- Career path opportunities combined with internal and external technical and businessrelated training
- An emphasis on work/life balance health and wellbeing
- Plenty of fun and occasions to celebrate
- Compensation and benefits in line with role & responsibility
- A teleworking policy that allows for parttime workfromhome possibilities
- Last but not least: a truly inspiring workplace located near Mechelen train station!
About the organisation
Required Experience:
Manager
Employment Type
Full-Time
