Customer Care Professional

Job Title: Customer Care Representative (B2B)

Location: Antwerp

Company Overview:

An exciting client who offer multiple digital solutions to clients on both a Benelux and International level. They've a great working culture with a close nit, growing team.

Job Purpose:

The Customer Care Representative will be the first point of contact for B2B customers seeking support, providing prompt, friendly, and professional assistance over the phone and via other channels as needed. You will be responsible for listening to customer concerns, identifying key issues, and ensuring that these are communicated effectively to internal teams to drive timely resolutions.

Key Responsibilities:

• Customer Support (Phone-based):
• Handle inbound calls from B2B customers in a professional, friendly, and empathetic manner, ensuring that customer inquiries and concerns are addressed promptly.
• Act as the first point of contact for all customer concerns, identifying the root cause of problems and offering solutions or next steps.
• Maintain a high level of customer satisfaction by providing clear, effective, and accurate responses to customer inquiries, maintaining a helpful and solution-oriented tone.
• Issue Identification & Resolution:
• Proactively identify customer issues, concerns, or challenges, working with clients to gather relevant information and ensuring their concerns are fully understood.
• Escalate complex or unresolved issues to the appropriate internal teams, while ensuring that the customer’s experience is managed smoothly and that they are kept informed of progress.
• Follow up with clients to ensure that issues have been resolved to their satisfaction and document outcomes appropriately.
• Internal Communication:
• Relay critical customer feedback and concerns to relevant internal departments (e.g., Sales, Product, Logistics, etc.) to ensure that issues are investigated and addressed.
• Work closely with other teams to ensure that customer complaints are tracked, resolved, and documented in a timely manner, helping to prevent recurring issues.
• Provide necessary context and detailed information to internal teams to help them understand and resolve customer concerns effectively.
• Documentation & Reporting:
• Maintain accurate and comprehensive records of customer interactions, issues, and resolutions using the company’s CRM or support platform.
• Contribute to the identification of trends or recurring issues in customer concerns and work with management to develop preventative measures or process improvements.
• Create and maintain customer care-related documentation (e.g., FAQs, knowledge base articles) to aid in faster issue resolution and improve the customer experience.
• Customer Satisfaction & Relationship Management:
• Ensure a high level of professionalism in all communications, building trust and positive relationships with B2B clients.
• Provide feedback and suggestions to improve service delivery and customer satisfaction.

Key Requirements:

• Experience:
• At least 1-2 years of experience in customer service, preferably in a B2B environment or dealing with professional clients.
• Dutch native speaking with other languages being a plus.
• Previous experience handling customer concerns over the phone is essential, with a proven track record of resolving issues effectively and maintaining high satisfaction levels.
• Skills & Competencies:
• Strong communication skills, both verbal and written, with the ability to listen attentively, empathize with customers, and articulate clear solutions.
• Excellent problem-solving skills, with the ability to identify issues, research potential solutions, and communicate next steps effectively to customers and internal teams.
• Friendly, approachable demeanor with a positive attitude and a passion for customer service.
• Strong organizational skills, with the ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Proficiency in CRM software or customer service platforms is a plus.
• Ability to work independently and collaboratively in a team environment.
• Personal Attributes:
• Patient, empathetic, and customer-focused, with the ability to remain calm and composed when handling difficult or frustrated clients.
• Strong attention to detail and accuracy, particularly when documenting customer interactions and internal communications.
• Proactive mindset with a desire to contribute to continuous improvement and problem-solving within the organization.

What they Offer:

• Competitive salary and benefits package.
• Opportunity to work with a growing and supportive team in a fast-paced, dynamic environment.
• Career development and growth opportunities within the company.
• A positive and inclusive company culture that values customer satisfaction and teamwork.

How to Apply:

If you are passionate about providing excellent customer service, resolving issues, and ensuring B2B clients have a smooth and positive experience, we would love to hear from you! Please submit your CV and a cover letter outlining your experience and why you would be a great fit for this role.