The Customer Care Specialist will focus on the following key areas:
Customer Support & Communication
* Respond to customer inquiries, primarily via email, in a timely and professional manner
* Assist customers in Spanish, French, and English, ensuring clear and accurate multilingual communication
* Guide customers with accurate, up-to-date information about products, services, policies, and procedures
Order & Service Management
* Process service orders, customer requests, returns, account changes, and other transactions accurately
* Manage and coordinate service and maintenance workflows, including communication with relevant stakeholders
Cross-Departmental Collaboration
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Collaborate with teams such as technical support, warehouse, sales, logistics, and engineering to ensure seamless end-to-end resolution of customer needs
Data Handling & Reporting
* Maintain accurate customer records in internal systems (e.g., CRM, service platforms)
* Use Excel beyond basic functions (create tables, reports, analyze data)
* Generate data reports related to customer service performance, service orders, or maintenance activities using Excel
Process Documentation & Improvement
* Document internal processes and service workflows for consistency and knowledge sharing
* Contribute to continuous improvement by providing feedback on recurring issues and suggesting or supporting new tools, process enhancements, or workflow changes
A strong customer care professional is a multilingual communicator and a customer-centric problem solver. They act as a key liaison between the company and its diverse client base across Europe.
Key Characteristics:
* Fluent in English, Spanish, and French, both written and spoken.
* Strong interpersonal skills & the ability to adapt communication styles across a wide variety of markets.
* Proactive mindset: anticipates needs, solves issues before they escalate, and identifies opportunities to improve the customer experience.
* Resilient and calm under pressure, with excellent time management.
* Detail-oriented with strong administrative and follow-up skills, ensuring accurate data entry and consistent tracking of customer interactions.
Operational Strengths:
* Comfortable navigating cross-functional teams (e.g. logistics, sales, technical support) to resolve complex inquiries.
* Understands and applies SLAs, KPIs, and other performance metrics to maintain high service levels.
* Familiar with EMEA-specific regulations and service expectations (e.g. delivery standards, VAT handling, GDPR compliance).
* Advanced proficiency in Excel, including the ability to create reports, build pivot tables, and analyze data effectively.
Mindset & Attitude:
* A team player who thrives in a collaborative hub environment.
* Passionate about delivering a positive customer journey from first contact to issue resolution.
What our partner offers:
* A dynamic and international company culture, with a family-like work environment.
* A supportive and motivated team of 7 dedicated professionals.
* The chance to contribute to life-saving healthcare technologies that make a real difference.
* Ongoing training and opportunities for career development.
* Competitive salary package with a range of extra-legal benefits, including: meal vouchers, eco vouchers, hospitalisation insurance, transport allowance, net allowance (€150), sport vouchers, and a bonus system.
* Working hours: 40 hours per week
* Holidays: 20 legal vacation days, 11 public holidays, and 12 ADV (reduction of working time) hours.
* No remote work is allowed during the 6-month onboarding period. After that, you may work from home up to 2 days per week.
* Offices located in Leuven, easily accessible by car, with on-site parking available.
* The office space was renovated last year, creating a modern and pleasant working atmosphere.