As a Customer Service Officer, you will play a key role in ensuring customer satisfaction and loyalty. You will be responsible for managing customer inquiries and complaints for our Toyota and Lexus brands, providing efficient and tailored resolutions for each situation. Through your attention to detail, listening skills, and collaboration with internal teams and the dealer network, you will help deliver a positive and professional customer experience in Belgium and Luxembourg.
Your Responsibilities
Managing Customer Complaints:
- Handle all incoming inquiries (calls, emails, online forms, chat, social media) efficiently and professionally.
- Respond diligently and courteously to incoming calls from customers and dealers.
- Identify appropriate solutions in collaboration with internal departments (Technical, Warranty, After-sales, Product).
- Offer realistic and satisfactory resolutions for the customer while respecting budget constraints.
- Maintain clear, precise, and professional communication, particularly in more delicate situations.
Back-Office Case Management:
- Accurately record and meticulously follow up on cases using internal tools (such as SAP and CRM).
- Manage each case from start to finish, adhering to internal procedures and guidelines for optimal follow-up.
Collaboration with the Dealer Network:
- Interact directly with dealers to resolve issues related to end customers.
- Ensure effective coordination among all stakeholders, leaving no issue unresolved.
Your Profile
- Perfectly bilingual in French and Dutch (oral and written).
- At least initial experience in Customer Service, ideally in a call center or customer service environment for high-value products.
- Experience in a technical or automotive environment is a plus.
- Team player, collaborative, and solution-oriented.
- Assertiveness to handle delicate situations, with the ability to say “no” constructively.
- A strong customer focus and active listening skills to address their needs.
- Strong organizational skills and the ability to manage cases thoroughly without leaving issues unresolved.
Why Join Inchcape?
- You will join a company where customer satisfaction is at the core of our values, supported by our commitment to providing exceptional customer experiences for Toyota and Lexus brands.
- You will have the opportunity to turn daily challenges into tangible solutions, contributing to the continuous improvement of our processes.
- You will work in a dynamic environment where every day presents new technical and relational challenges to tackle.
- You will be part of an engaged and collaborative team, with plenty of opportunities for learning and professional development.
Your Talent Acquisition partner : Elise Falmagne
All qualified candidates will be considered for employment without discrimination based on race, color, religion, sex, sexual orientation, gender identity, nationality, or disability.
