Responsibilities:

• Manage and compile customer feedback from various channels related to services.
• Analyze customer feedback and behavior to recommend improvements for customer satisfaction and engagement.
• Collaborate with internal departments to implement feedback and enhance the customer experience.
• Create reports and presentations on customer feedback trends for management.
• Train staff on consistent and effective handling of customer feedback.
• Identify potential issues and develop appropriate responses.
• Develop communication strategies to actively promote services.
• Assist in communicating strategies or messages from management.
• Plan, deliver, and evaluate regular communications to internal and external audiences.
• Lead internal and external communication projects, collaborating with key stakeholders.
• Oversee the design, content, and production of marketing materials.
• Manage internal communications such as memos and newsletters.
• Work with internal and external teams to develop and distribute marketing materials.
• Ensure all communications are on-brand and consistent with messaging.
• Build and maintain an image library.
• Manage and maintain the Chief Blog.
• Work closely with the IKM Officer to ensure all content on the portal is current, accurate, and engaging.

Requirements:

• Bachelor’s degree in a related field from a recognized institution.
• Proficient in Microsoft Office Suite and SharePoint.
• Prior experience in customer service, handling inquiries, complaints, and feedback via various channels.
• Familiarity with managing customer engagement on social media platforms.
• Experience in promoting services and generating strategies to improve visibility.
• Strong background in customer service and satisfaction processes.
• Experience in creating communication content (e.g., photography, video, blogs) reflecting the organization’s brand and customer goals.

Desirable:

• Experience managing relationships with both internal and external customers.
• Proven ability to analyze customer feedback and identify trends to improve satisfaction and engagement.
• Experience in planning and executing communication strategies across multiple channels (email, social media, newsletters).
• Experience in training staff on best practices for handling customer feedback.
• Familiarity with Customer Relationship Management (CRM) toolsets.

Working Conditions:

• Full-time on-site in Braine-l'Alleud, Belgium.