Senior Customer Service Advisor (2nd Line)

Senior Customer Service Advisor (2nd Line)

Wolters Kluwer is a leading global provider of software and services for professionals. We serve clients in more than 180 countries and operate through five divisions: Tax & Accounting; Health; Corporate Performance & ESG; Financial Corporate Compliance; and Legal & Regulatory. The company has approximately 21,000 employees worldwide.

The Legal Software department of Wolters Kluwer guarantees an innovative and dynamic work environment. We develop and distribute software specifically for the legal sector and help our clients fully digitize their activities.

Our software program Kleos automates the management of files and contacts, as well as the agenda, email traffic, registration of hours worked and costs, and invoicing of services. Through APIs, information, including accounting, is exchanged with our program. In addition, we focus on document management and knowledge management, and use the latest technologies (AI, Big Data) to provide clients with better insights when making crucial decisions.

In short, with our software, a law firm or legal service can fully manage its office and administration.

The Role

As a Senior Customer Service Advisor, you take a key role within our customer service organization. This function is twofold:

• On the one hand, you focus on optimizing and monitoring support processes;
• On the other hand, you handle complex second-line customer queries.

You combine a strong analytical ability with a hands-on mentality and actively contribute to an efficient, qualitative, and customer-oriented service.

Your Responsibilities

1. Process Monitoring & Optimization:

• Monitoring the correct flow of tickets from first line (L1) to second line (L2);
• Analyzing escalated tickets – closed cases:
• Shortcomings in product knowledge among clients and L1 employees
• Shortcomings in troubleshooting among forwarded tickets
• Drafting and maintaining knowledge articles for both clients and the L1 helpdesk;
• Actively contributing to and maintaining the support and e-learning platform, in collaboration with colleagues;
• Following up on SLAs at L1 level and identifying priorities and urgencies;
• Signaling bottlenecks and coordinating with the L1 supervisor;
• Monitoring dashboards around incoming and closed tickets, NPS scores, and adjusting and escalating where necessary;
• Following up on the correct flow of non-support-related tickets to other departments.

2. Second-Line Support (Level 2):

• Handling complex tickets escalated from the first line;
• Providing support with:
• Technical issues
• Functional issues
• Questions around invoicing and linking with accounting package
• Solving problems with an eye for sustainable solutions and customer satisfaction.

Your Profile:

• Bachelor level education and several years of experience in customer service or support;
• Strong analytical skills and insight into processes and flows;
• You can translate complex information into clear documentation and knowledge articles;
• Strong communicative skills and fluent in collaboration across different teams;
• Proactive, structured, and solution-oriented;
• You have knowledge of invoicing and accounting or are capable of acquiring the necessary knowledge;
• You have an interest in/affinity with ICT and are willing to learn further in this domain;
• Bilingual (French – Dutch). Also fluent in English to communicate with colleagues is important;
• You find your way quickly in software applications, you are handy in navigating online between many screens;
• You are a digital detective and get a boost from finding the cause and/or solution.

Our Offer:

• You will join an enthusiastic international team where there is room for your input and where creativity is encouraged;
• A market-conforming salary, a lease budget or car and a nice package of extralegal benefits (meal vouchers, eco-vouchers, group insurance, home office allowance…) and ample vacation days to recharge your batteries;
• Freedom in how, where, and when you work: sliding hours, up to 3 days per week home office, and our newly renovated office location in Mechelen;
• Wolters Kluwer permanently invests in the growth and competencies of its employees and wants to give them ample opportunity to develop. Discover more perks of Wolters Kluwer on www.wolterskluwer.be

Interested in the position of Senior Customer Service Advisor? Press the apply button to send your CV to us. Have questions about the vacancy? Contact Rasi Fawaz - Corporate Recruiter via rasi.fawaz@wolterskluwer.com

Apply via www.wolterskluwer.be!

Our Interview Practices

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we're getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.