Senior Customer Service Advisor (2nd Line)

Wolters Kluwer

Mechelen, Belgium
Onsite
Second line support
Process monitoring
Knowledge article creation
You will focus on optimizing and monitoring support processes, as well as handling complex customer inquiries on the second line

Job Summary

  • You will focus on optimizing and monitoring support processes, as well as handling complex customer inquiries on the second line.
  • Responsibilities include monitoring ticket flow, analyzing escalated cases, creating knowledge articles, and managing SLA's.
  • The company offers a competitive salary, lease budget/car, extensive benefits, flexible working hours, and opportunities for professional growth.

Matching Summary

You will focus on optimizing and monitoring support processes, as well as handling complex customer inquiries on the second line.

Skills & Requirements

Must-have

  • Second Line Support
  • Process Monitoring
  • Knowledge Article Creation
  • SLA Monitoring
  • Complex Ticket Resolution
  • Customer Service Processes

Nice-to-have

  • Digitalization Focus
  • AI and Big Data Interest
  • Team Collaboration
  • Proactive Problem Solving
  • Digital Native

Key Requirements

  • Bachelor's degree level
  • Several years of customer service experience
  • Bilingual French and Dutch
  • Proficiency in English
  • Knowledge of billing/accounting or ability to acquire it

Work Rights

Not specified

Tailored Resume

Cover Letter