Requirements: English
Company: Euler Hermes Group
Region: Brussels, Blgica
The Customer Service Manager (CSM) provides commercial assistance to the entire client portfolios. He/she suggests actions to the bond managers to grow premium and fee income. He/she is responsible for managing the guarantee application process for all clients, liaising with Risk and the Bonding administration, ensuring high service levels leading to strong NPS scores/ client satisfaction and retention. In addition to this the CSM manages an small own portfolio of clients (smaller clients with a stable and profitable profile) for whom external client visits are not required.**Challenge**:- Free up commercial time for bond managers taking over internal commercial work from them.- Build and enhance relationships with clients providing them with a high service level ensuring retention.- Ensure smooth and quick handling of guarantee applications using online workflow tool, including obtaining all relevant information and internal approval by managing the (centralized) application process.- Ensure long-term profitability and (credit) quality of customer portfolio.- Maintain and build a profitable client portfolio with respect for our risk policy. - The first go to, internally and externally. Monitors the quality and efficiency of the service, ensures a high service level and frequent communication with clients.- The Customer Service Manager advises and supports clients regarding bond texts and applications (sales process and link to administrative handlings).- The Customer Service Manager actively manages the bond application process and is the liaison to the administrative processing. Plays a central and coordinating role between the clients, sales people, risk and the bonding administration.- Take personal responsibility for the implementation of group-wide quality of service standards- Manages an own portfolio of smaller and less profitable, stable clients (reactively, from an "internal only" role) including ensuring timely renewals through credit reports containing up to date financial information and bonding section- Back up for common administration task Market knowledge:- Know-how of corporate finance environment, affinity with economic context in wich corporate clients operate**Business expertise**:- Several years of experience in a financial environment- Knowledge of financial analysis- Affinity with business processes and business software applications**Interpersonal skills**:- High service providing profile- Ability to liaise with members of other core functions- Ability to convince customers in negotiations- Multi lingual : NL/FR/ENG