Customer Service Representative

Are you a natural communicator who enjoys solving problems and making customers feel heard? Do you speak fluent English and Spanish? Then this Customer Service Representative role in the life sciences sector may be your next step.

As Customer Service Representative, you are the first point of contact for customers and the link between them and the teams working behind the scenes. You listen, work out what is needed, and make sure it gets sorted quickly and properly.

What you will do

• Handle customer questions by phone and in writing: orders, billing, cancellations, account queries, complaints and errors
• Welcome customers warmly, understand their issue and either resolve it yourself or route it to the right colleague
• Take in and process orders, and arrange refunds and exchanges where needed
• Create and maintain customer accounts with accurate, up-to-date information
• Support shipping and transport documentation and answer related questions
• Log and follow up on service requests
• Help coordinate product recalls when they occur
• Spot customer needs and share ideas for relevant products or services with management
• Work closely with the commercial team, logistics, Finance, Quality, Regulatory and Legal

The company

You will join the Customer Service department of a Belgian molecular diagnostics company based in Mechelen. Our client develops innovative diagnostic solutions that help healthcare professionals make faster, better-informed decisions for patients. Your work contributes directly to that mission.

Customer Service is a collaborative team. You work every day with colleagues from sales, logistics and other departments, in an international environment where customers and colleagues speak many languages. Short lines of communication, a fast pace and a shared focus on customer satisfaction define how the team works.

What are we looking for?

As a Customer Service Representative you should have the following characteristics:

• A bachelor’s degree in languages or economics, or equivalent knowledge gained through experience or training
• At least 3 years of experience in a comparable customer service or order management role within an international sales organisation. Experience in medical devices or life sciences is a clear advantage
• Fluent English and Spanish, spoken and written. Dutch or other European languages are a plus
• Solid knowledge of the order process, and hands-on experience with an ERP system (e.g. Microsoft Dynamics AX)
• Good command of MS Office (Word, Excel, PowerPoint)
• Strong telephone skills and a real talent for listening
• An analytical and organised way of working, with careful documentation
• The ability to juggle several tasks, stay calm in a fast-changing environment and handle conflicts constructively
• Good interpersonal skills and the confidence to make an impact

Nice to haves

• Experience with Salesforce CRM
• Knowledge of how to use artificial intelligence in your daily work

What do we offer?

• A challenging job as a fulltime customer service representative in an exciting environment, working for top entrepreneurs in the biotech industry
• Being part of a very dynamic, young and growing team in a highly innovative environment
• The freedom to shape your work and shape your job where your input is highly appreciated
• A competitive salary based on experience
• Meal vouchers of 7 EUR per working day
• Reimbursement of commuting costs (statutory allowance or bicycle allowance)
• 12 paid 'ADV' days per year
• Flexible working hours and hybrid working: 3 days at the modern office in Mechelen and 2 days working from home

A broader package once you switch to a permanent contract, including extra-legal benefits such as insurance, net allowances and a cafeteria plan