AI Customer Care Analyst

Join a forward-thinking company leveraging AI to transform Customer Care
As an AI Customer Care Analyst, you will help define high-impact use cases, streamline processes, and ensure AI solutions deliver measurable results while aligning with business needs

Location: Brussels, Belgium
Employment Type: Full-time / Mission-based
Industry: Customer Care / AI & Technology
Languages: French OR Dutch + English

Your Responsibilities

Conduct workshops to define and prioritize AI use cases
Define target processes and key performance indicators (KPIs)
Collaborate with developers and AI experts to validate specifications
Ensure functional consistency of the POC and compliance with business requirements
Write functional documentation and user guides
Monitor solution performance and continuously evaluate outcomes
Model customer and agent journeys to optimize AI interventions

Knowledge of Salesforce Service Cloud and case management processes
Familiarity with Agentforce and Einstein GPT functionalities
Understanding of data analysis, customer support KPIs, and omnichannel communication flows
Ability to formalize user stories, acceptance criteria, and process diagrams
Strong collaboration skills, working closely with technical and business teams
Fluent in French OR Dutch + English

Mission-based opportunity with exposure to AI-driven customer support
Work in a dynamic, collaborative, and innovative environment
Gain experience with emerging AI tools and advanced Customer Care solutions
Opportunity to influence high-impact business processes

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