Customer Care - Premium Clients FR/ENG (Permanent Contract)

Permanent contract

Zaventem, Herstal, Wavre

Partial remote

Medior
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IBGraf

As the single point of contact for strategic clients, you provide premium customer service by assisting users with IBGraf Group's solutions, ensuring their satisfaction, and contributing to the continuous improvement of services.

Your responsibilities:

  • Full management and follow-up of VIP requests: logging, prioritization, urgency analysis, and regular communication.
  • Maintaining a professional, positive, and solution-oriented relationship, with preventive actions and tailored follow-up.
  • Organizing regular meetings, as well as an annual visit with the sales representative.
  • Implementing and analyzing satisfaction surveys.
  • Identifying recurring problems and formulating improvement proposals (processes, documentation, etc.).
  • Monitoring Key Performance Indicators (KPIs) and actively participating in the continuous improvement of the service.
  • Internal coordination: close collaboration with the software lead, Support, Software, Sales teams, and Management.

Who are we looking for?

You have a degree in accounting or management information systems (or equivalent experience) and you want to use your skills to serve customer relations.

  • You are perfectly fluent in French and English (Dutch is a plus).
  • You are known for your enthusiasm, your positive attitude and your sense of service.
  • You have a pragmatic and structured approach to your work.
  • You appreciate human contact, listening and teamwork.
  • You show resilience and see every challenge as an opportunity to learn.
  • You are proactive and have a sense of service

What We Offer

By joining IBGraf, you benefit from:

  • A permanent contract in a solid, human-sized, and evolving company.
  • An attractive and evolving salary package, with extra-legal benefits.
  • A company car and a fuel/charging card.
  • Group insurance and an annual bonus linked to team performance.
  • Remote work possible after 3 months and flexible hours after 1 year.
  • Continuous training to develop and grow in your role.
  • A supportive and collaborative work environment that respects work-life balance.
  • Friendly events to strengthen team spirit.