Customer Service Specialist

Job Title: Customer Service Specialist - Digital Access and Support

Location: Brussels (Haren)- 50% onsite

Contract Duration: 6 months with extensions

Department: NM Customer Relations and Services (NMD/TEC/IAS.CRS)

Job Purpose: Assist operational stakeholders in accessing NM digital products and services, contribute to user onboarding, and support communication with NM Users. Maintain and improve user guidelines and internal standard operating procedures (SOPs). The role also includes designing, maintaining, and enhancing automation and reporting tools supporting NM’s operational stakeholders access enablement processes, as well as service management activities.

Key Responsibilities and Main Functions:

• Coordinate and execute onboarding and access management activities for NM platforms.
• Respond to service-related queries and support requests from stakeholders.
• Maintain regular communication with NM Users throughout onboarding and access lifecycle.
• Draft, update, and quality-review standard operating procedures and user guides.
• Contribute to continuous improvement of workflows and documentation practices.
• Provide technical support and continuous improvement for tools used by teams managing stakeholder user access and contact information.

Required Competencies and Skills:

• Strong problem-solving and analytical thinking.
• Clear written and verbal communication.
• Effective stakeholder management.
• Ability to organise, prioritise, and follow through on multiple requests.
• Familiarity with business process modelling practises.
• Understanding of data integration concepts and structured workflows.
• Ability to develop automation flow, data models, reports and dashboards.

Education and Experience:

• Education: Degree in ICT, business administration, or related fields.
• Experience: experience in business intelligence, automation, or data analytics roles; supporting user onboarding or ICT user support in a multi-stakeholder environment.
• Certifications (if applicable): Salesforce certification (or similar CRM training), or ITIL Foundation, would be an asset.

Technical Skills and Specific Knowledge:

• Working knowledge of Salesforce (or similar CRM tools).
• Working knowledge of ServiceNow (or similar ITSM tools).
• Proficiency with Microsoft 365 tools (e.g., Excel (including VBA), Power BI, Power Apps, Teams/SharePoint).
• Understanding of digital services and user access management aspects is desirable.
• Exposure to BPMN, or awareness of enterprise architecture modelling (e.g., ArchiMate), would be an asset.

Soft Skills:

• Customer-centric mindset and professional diplomacy.
• Strong analytical and critical thinking skills.
• Adaptability and proactive problem-solving mindset.
• Effective teamwork and collaboration.

Other Requirements or Additional Information:

• Ability to work in an international environment and communicate effectively in English.