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Customer service

Conseiller Customer Care

Customer service

Chez Luminus, nous plaçons le client au cœur de la transition énergétique. Au sein de nos équipes Service Clientèle B2C, nous accompagnons chaque jour nos clients avec professionnalisme, écoute et efficacité. En collaboration étroite avec le centre de contact et les équipes internes, nous veillons à offrir une expérience client fluide, qualitative et orientée solutions.

En tant que Collaborateur Service Clientèle, vous assurez la gestion end-to-end des dossiers clients et le support de deuxième ligne. Vous contribuez activement à la satisfaction et à la fidélisation de notre clientèle en garantissant un service fiable, cohérent et de qualité.

Ce que vous ferez

  • Assurer le traitement complet des dossiers clients B2C transmis par le centre de contact ou les équipes internes.

  • Analyser les demandes clients et apporter des solutions adaptées, tant par téléphone que par écrit.

  • Mettre à jour, vérifier et corriger les données clients dans les systèmes internes.

  • Garantir l’exécution des tâches dans le respect des procédures, des délais et des standards qualitatifs et quantitatifs.

  • Contribuer à l’amélioration continue des processus et de la qualité de service par des propositions concrètes.

  • Collaborer étroitement avec les différentes équipes du département et assurer un relais d’information efficace.

Ce que vous apportez

  • Vous êtes titulaire d’un diplôme de bachelier ou disposez d’une expérience équivalente.

  • Vous avez une première expérience professionnelle dans un environnement commercial ou orienté client.

  • Vous possédez de bonnes compétences en communication, en techniques commerciales et en gestion de situations clients.

  • Vous maîtrisez les outils MS Office (Word, Excel) et avez une connaissance de SAP ou êtes disposé à l’apprendre.

  • Vous êtes organisé, capable de prioriser vos tâches et d’agir de manière proactive.

  • Vous travaillez de manière collaborative, transparente et constructive avec vos collègues et votre hiérarchie.

 

Ce que vous recevrez en retour

Le secteur de l'énergie est l'un des plus gratifiants en Belgique, offrant un package de compensation et d'avantages très attractif :

  • Rémunération compétitive : Un salaire attractif, plus des chèques-repas.
  • Assurances et avantages sociaux : Assurance groupe et couverture hospitalisation pour toute la famille. Remboursement supplémentaire pour les soins de santé et les frais pharmaceutiques.
  • Mobilité : Remboursement complet des transports en commun et indemnité kilométrique pour les déplacements à vélo.
  • Réductions exclusives : 30% de réduction sur le gaz et l'électricité après six mois, des réductions sur les services économiseurs d'énergie (par exemple, panneaux solaires, pompes à chaleur) et des prix réduits sur les grandes marques, les parcs d'attractions, les festivals et plus encore.

 

 

Classe 7

Contrat à durée déterminée de 6 mois

 

 

 

Curieux/se de connaître vos avantages et bien plus ? Consultez notre site d'emploi.

Liège

Contrat à durée déterminée

Director Customer Experience & Care

Customer service

Lead the customer-first revolution in energy 

As Director of Customer Experience & Care, you'll lead a dynamic team of 200 internal professionals and +350 FTE at external partners to deliver market-leading customer service. You'll drive digital transformation, AI excellence, and a 5-star service culture for all our residential, soho and SME customers. By championing 'customer first' in everything you do, you'll create exceptional experiences that set Luminus apart — while optimizing cost-to-serve and unlocking commercial growth. 

 

What you'll do: 

Strategic leadership 

  • Developing and implementing the CXC strategy for all customer segments in line with Retail ambitions; you translate them into concrete action plans and objectives. 

  • Defining optimal customer journeys across all channels with continuous monitoring via operational dashboards and performance cycles; you track 5-star service, customer first culture, cost-to-serve, and cross- and upselling ratios. 

  • Leading digital transformation and AI implementation; you drive strategic investments in digital channels, AI solutions and modern contact center technology. 

Operational excellence 

  • Leading a dynamic team with focus on talent development, employee engagement, performance management and a culture of continuous improvement. 

  • Managing the CXC annual plan and budget including contract management and relationship management of external contact centers, monitoring supplier performance and optimizing resource deployment. 

  • Ensuring compliance and risk management: safeguarding GDPR, consumer rights, internal policies, reputation and proactively managing escalations in collaboration with Legal, Regulatory Affairs and Communication. 

  • Proactively and systematically collecting feedback on customer experiences, training, tools, procedures and processes to quickly identify bottlenecks and implement corrective actions. 

Ambassadorship and collaboration 

  • Collaborating intensively with Marketing, Sales, IT, Operations, Corporate Affairs, Legal and external partners to ensure a consistent and seamless customer experience across all touchpoints. 

  • Showing visible leadership through regular presence at all locations (Hasselt, Liège, Ghent, Brussels) as the leading ambassador of the 'customer first' value within Luminus. 

  • Fulfilling the PMO role for Retail: transformation roadmap, portfolio management of system investments, Change & Transformation, Knowledge & Learning and resource allocation model.  

 

What you bring :

  • You have a Master's degree (technical or economic field).  

  • You are fluent in Dutch and French, with strong English skills.  

  • You possess strong digital and AI skills. 

  • You have at least 10 years of experience in people management. Experience in customer care and the energy sector is a significant advantage.  

  • You're team-oriented with excellent communication, networking and presentation skills at all levels (operational to C-level), and a strong negotiator with commercial and customer-centric insight.  

  • You're analytical, process-driven, solution-oriented and stress-resistant, with a dynamic and diplomatic approach to stakeholder management. 

 

What you'll get in return:

The energy sector is one of the most rewarding industries in Belgium with a highly rewarding compensation and benefits package: 

  • Competitive compensation: Attractive salary with a performance-based bonus that can be optimized to your personal preferences, plus meal vouchers.  
  • Insurance & social benefits: Group insurance and hospitalization coverage for the entire family. Additional reimbursement for healthcare and pharmaceutical costs. 
  •  Mobility: Full reimbursement for public transport, kilometer-based cycling reimbursement and flexible mobility choices: you can choose between a company car or mobility budget.  
  • Internet & communication: Home internet covered, reimbursement for a personal mobile device with a phone subscription.  
  • Home Office: A fully-equipped home office, including an ergonomical ICT set-up. Exclusive discounts: 30% off gas and electricity after six months, discounts on energy-saving services (e.g., solar panels, heat pumps) and reduced prices on top brands, amusement parks, festivals and more. 

 

Luminus values e.v.e.r.y individual. 

Are you looking for a workplace where you can truly be yourself, where you feel respected, supported regardless of your background, identity and unique story? Then you've come to the right place. Diversity equity and inclusion are not empty words for us — we grant that everyone can flourish and feel valued, so let's build it together! 

What does that mean in practice? 

Do you have specific needs or require adjustments during the recruitment process or once you are hired? Let's discuss about it and we'll do our best to find a solution. We can also discuss if you want to work at 80% or 100%. 

Together we make the difference. 

 

Brussels

Contract onbepaalde duur

Renewable Energy Contract & Financing Specialist

Customer service

Power the future of energy with smart financing solutions

At Luminus, we accelerate the energy transcition by developing and financing sustainable energy solutions for businessess across Belgium.To support our growing portfolio of renewable energy projects, we are looking for a Renewable Energy Cantract & Financing Specialist who wants to grow into a role at the intersection of business, contracts and finance.This role is ideal for professionals with a solid business background who want to build expertise in complex energy financing structures while taking real ownership of impactful projects.

 

What you'll do

    • Support renewable energy proposals by integrating contractual and financing solutions.
    • Co-create and validate business cases together with the finance team.
    • Coordinate and negotiate contracts with clients and external partners, in close alignment with legal and sales.
    • Follow projects throughout their lifecycle, from contract signature to operational phase.
    • Learn to manage and report on Special Purpose Vehicles (SVPs) that finance the installations.
    • Monitor performance, address incidents and contribute to continuous impromvement of processes and contracts.

 

What you bring

 

    • 3 to 5 years of relevant experience in business, contracts, procurement, project management or a related field.
    • Strong interest in renewable energy, sustainability and business finance.
    • Comfortable working with numbers, contracts and multiple stakeholders.
    • A structured, analytical mindset and a hands-on attitude.
    • Strong communication skills and the confidence to interact with internal and external stakeholders. 
    • Fluent in Dutch and English; good knowledge of French is a strong asset.

 

 

Why Join Luminus

 

  • Work at the heart of the energy transition, on projects with long-term societal impact.
  • Grow into complex financing and contract structures with strong on-the-job learning.
  • Take ownership while being supported by experienced colleagues.
  • Collaborate with experts across sales, finance, legal and operations.
  • Join a company that values initiative, trust and continuous development. 

 

What you'll get in return ?

The energy sector is one of the most rewarding industries in Belgium with a highly rewarding compensation and benefits package:

  • Competitive compensation: Attractive salary with a performance-based bonus that can be optimized to your personal preferences, plus meal vouchers.
  • Insurance & social benefits: Group insurance and hospitalization coverage for the entire family. Additional reimbursement for healthcare and pharmaceutical costs.
  • Mobility: Full reimbursement for public transport, kilometer-based cycling reimbursement and flexible mobility choices: you can choose between a company car or mobility budget.
  • Internet & communication: Home internet covered, reimbursement for a personal mobile device with a phone subscription.
  • Home Office: A fully-equipped home office, including an ergonomical ICT set-up.
  • Exclusive discounts: 30% off gas and electricity after six months, discounts on energy-saving services (e.g., solar panels, heat pumps) and reduced prices on top brands, amusement parks, festivals and more.

 

 

Curious about your benefits and more? Visit our jobsite.

 

 

Luminus values e.v.e.r.y individual.

Are you looking for a workplace where you can truly be yourself, where you feel respected, supported regardless of your background, identity and unique story?  Then you’ve come to the right place. Diversity equity and inclusion are not empty words for us — we grant that everyone can flourish and feel valued, so let’s build it together!

 

What does that mean in practice?

Do you have specific needs or require adjustments during the recruitment process or once you are hired? Let’s discuss about it and we’ll do our best to find a solution. We can also discuss if you want to work at 80% or 100%.

 

Together we make the difference

Brussels

Contract onbepaalde duur

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