Senior Customer Service Consultant

About the role

As a Senior Customer Service Consultant you will be the main point of contact for end‑users, construction companies, wholesalers and dealers, delivering high‑quality support across phone, email, chat and showroom channels. You will work closely with sales, after‑sales, marketing and regional teams to ensure a seamless customer journey.

Key responsibilities

• Provide professional assistance via phone, email, ticketing system, chat and in‑showroom interactions.
• Process orders in SAP, prepare commercial offers and advise on product solutions and logistics.
• Manage end‑user leads, from registration through consultation and follow‑up.
• Handle complaints, support claim resolution and maintain customer master data in the CRM system.
• Collaborate with after‑sales and other functions to meet service and business KPIs.
• Act as subject‑matter expert for designated systems, support colleagues and deliver internal training.
• Participate in regional and global projects, continuous‑improvement initiatives and maintain knowledge bases.
• Represent VELUX at fairs, exhibitions and partner events when required.

Required profile

• Minimum secondary education.
• Strong customer‑focus with excellent communication and problem‑solving abilities.
• Proactive, structured and able to balance operational tasks with process improvement.
• Comfortable working in an international, cross‑functional environment.

Required skills

• SAP
• CRM system
• Ticketing system

What we offer

• Opportunity to impact customer satisfaction directly.
• Development in technical product support and cross‑functional collaboration.
• International work environment that values knowledge sharing and continuous improvement.