Customer service agent

What does a Customer Service Agent do?

A Customer Service Agent acts as the primary point of contact between a company and its clients. In Belgium’s multilingual and multicultural environment, this role involves managing customer inquiries, resolving issues, and ensuring a positive customer experience across various communication channels (phone, email, chat, and social media). Coordinators are expected to understand the company’s products or services thoroughly and provide accurate, timely support to customers in Dutch, French, and/or English, depending on the region and the company’s needs.

What are the responsibilities of a Customer Service Agent?

Responding to customer inquiries and complaints in a professional and empathetic manner.

Managing orders, returns, follow-up, and product/service-related questions.

Maintaining accurate records of customer interactions in CRM systems.

Collaborating with internal departments (sales, logistics, technical support) to resolve complex issues.

Monitoring customer satisfaction and escalating recurring problems.

Adhering to company policies and service level agreements (SLAs).

Contributing to continuous improvement initiatives in customer service processes.

What are the required skills and proficiencies for a Customer Service Agent?

Languages: Proficiency in Dutch and/or French is essential; English is often required in international environments (by phone or email).

Communication: Strong verbal and written communication skills, with the ability to remain calm and clear under pressure.

Problem-solving: Ability to assess situations quickly and provide effective solutions.

IT skills: Familiarity with ERP software packages, CRM tools (e.g., Salesforce, Zendesk), Microsoft Office, and digital communication platforms.

Customer orientation: A genuine desire to help customers and improve their experience.

Time management: Ability to handle multiple tasks and prioritize effectively in a fast-paced setting.

What background is needed to become a Customer Service Agent?

A bachelor's degree level of education or comparable experience. A bachelor’s degree in communication, business, or a related field is a plus.

Previous experience in a customer-facing role (retail, call center, hospitality) is highly valued.

Training in conflict resolution, communication, or customer relationship management is advantageous.

For some sectors (e.g., finance, healthcare, tech), industry-specific knowledge may be required.

What are the career prospects for a Customer Service Agent?

Customer Service Agents in Belgium can grow into roles such as:

Team Leader or Supervisor: Overseeing a team of agents and managing performance.

Customer Experience Manager: Designing and implementing strategies to improve customer satisfaction.

Sales Support or Account Management: Transitioning into roles that combine service with sales.

Agent Roles: Moving into technical support, quality assurance, or training functions.

With Belgium’s strong presence of multinational companies and regional service centers, there are ample opportunities for career advancement, especially for multilingual professionals.

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Salary for Customer service agent

2595 - 3904

25th percentile

2595

The candidate is new to the role or has limited experience and is building necessary skills.

50th percentile

3208

The candidate has moderate experience in the role, meets most requirements or has equivalent transferrable skills, and may also have relevant certifications.

75th percentile

3904

The candidate has extensive experience and advanced skills for the role, and may also have specialized certifications.

Projected salaries for related positions

Job title

25th percentile

50th percentile

75th percentile

Sales Assistant

2479

3102

3698

Order Administrator

2637

2858

3199

How much should I earn or pay?

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Customer Service Agent

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Our starting salary projections come from a detailed, multistep process that ensures our numbers accurately reflect the marketplace. They’re based on real compensation data for job candidates our recruiters have matched with companies across the country.

The Salary Guide from Robert Half is the original. We’ve been publishing salary forecasts since 1950, and our guide has served as a trusted source for employers, job seekers, industry associations, government and educational institutions, and national and local media.