Escalation Manager - software integrator - Zaventem

A fast-growing software integrator is looking for an Escalation Manager to ensure smooth issue resolution and excellent customer service. In this role, you will coordinate technical teams, keep customers informed, and improve processes to prevent future problems. Your Responsibilities : Manage escalations: Take ownership of customer issues, involve the right teams, and ensure a structured resolution. Problem-solving: Act quickly to resolve telecom-related issues and prevent them from recurring. Monitor and report progress: Keep clear records of escalations and share updates with stakeholders. Improve processes: Gather feedback, suggest improvements, and optimize operations. Customer communication: Be the main point of contact, keeping customers informed throughout the process. Collaboration: Work closely with support teams and team leaders to enhance customer service. You Are : Proactive mindset: You take initiative and thrive in a fast-paced environment. Stress-resistant: You stay calm, structured, and focused, even in high-pressure situations. Strong communicator: You can clearly explain issues and solutions to both technical teams and customers. Organized under pressure: You stay calm, structured, and focused, even in urgent situations. Experience with support tools: Knowledge of ticketing systems (Zendesk, Jira, Freshdesk, etc.) and CRM (Microsoft Dynamics) is a plus. Languages: Fluent in Dutch, French, and English to communicate with diverse customers. We Offer : A dynamic job in a fast-growing software company with training and career opportunities. Competitive salary plus company car (with fuel/charging card) or flexible mobility budget. Meal vouchers, health insurance, and flexible work arrangements, including remote work. A modern office with a great team atmosphere and company events. Fresh soup, fruit, and quality coffee available daily. If you're ready to take on a key role in a leading software company, apply today. Don't hesitate and apply ASAP !

Location: zaventem, BE

Posted Date: 5/9/2025