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Job description

Customer Service Manager

Objective: Directs the customer service department, ensuring high-quality support for passengers through digital helpdesk solutions and communication platforms. Focuses on improving passenger experience and resolving issues efficiently.

Key responsibilities:

• Supervise customer service teams and oversee digital helpdesk operations.
• Develop and implement strategies to improve passenger support and satisfaction.
• Monitor service quality and handle escalated complaints.
• Collaborate with IT and operations to enhance communication channels.

Key skills:

• Strong leadership and team management.
• Experience with customer service platforms and digital communication tools.
• Excellent problem-solving and interpersonal skills.

Typical profile:

• Bachelor's degree in business, communication, or related field.
• Experience in customer service management, preferably in transport or public sector.

About De Lijn

What we do: De Lijn is the Flemish government-owned public transport company providing bus and tram services across Flanders, Belgium. With a fleet of about 2240 buses and 399 trams, it serves approximately 300 million passengers annually, including students, working parents, seniors, and other travelers. De Lijn focuses on reliable, safe, and environmentally friendly mobility solutions, aiming to reduce traffic congestion and environmental impact while enhancing passenger experience through digital innovations.

Where we are located: The company is headquartered at Motstraat 20, 2800 Mechelen, Belgium, and operates throughout the Flemish region.

Short history: Founded in 1991 through the merger of the public transport companies of Antwerp (MIVA), Ghent (MIVG), and the Flemish part of the National Company of Local Railways (NMVB), De Lijn has grown into a key mobility provider in Flanders. It has implemented policies such as discounted travel passes for seniors and incentives for younger passengers to promote public transport usage.

Organization & culture: Employing around 7,977 to 8,000 people, De Lijn values diversity and inclusion, emphasizing teamwork, communication, and continuous improvement. The company fosters an inclusive environment where employees are respected regardless of age, gender, ethnicity, or nationality. Its culture is community-oriented, collaborative, and focused on excellence in public transport services.

Recent developments: De Lijn has enhanced customer service through digital helpdesk solutions and communication platforms to better assist passengers. It continues to innovate in sustainability and service reliability, maintaining its role as a vital public transport operator in Flanders.

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