Customer Care Business Analyst

Sales & Customer Service

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Customer Care Business Analyst

Location : Brussels





bpost is always on the move. We create an environment for our people with challenging projects, inspiring collaborations and the latest technologies, with interesting job opportunities and training programmes for everyone. 

In a context where the tools for our customer care department become more and more important for our parcels department, we are looking for a business analyst for the key account team.  


Tasks and responsibilities 

As a business analyst you will strengthen the customer care by ensuring continuous improvement and realizing change that positively impacts the business. You will bridge the gap between business and IT. 


  • You initiate and deliver improvements in the software used by the customer care team for our key accounts in parcels. 
  • You document requirements for improvements. 

  • You collaborate and consult with the IT department in order to prioritize and plan correctly. You ensure regular status updates.  

  • You initiate testing of the proposed feature and you provide feedback to ICT.  

  • You train the customer care team after go-live and you give operational support to the agents.  

  • You monitor the budget for each of your projects.  



It goes without saying that you are a team player with strong analytical skills. However, we would like to emphasize the following points:


  • You have a master’s degree in a relevant field.  
  • You have experience in a similar position with good knowledge of business analysis and bridging the gap between business and IT. 

  • You have stakeholder management and project management skills 

  • You are able to prioritize and manage several projects simultaneously.  

  • You have a very good knowledge of Dutch, French and English. 


Why bpost ? 

Next to Belgium’s leading postal operator, bpost is of course also an important parcel and e-commerce logistics provider in Europe, North-America and Asia. We deliver mail and parcels to millions of doorsteps and provide logistic services to businesses and consumers. Is the vacancy above something for you? Then you're definitely someone who cares, who dares and who likes to work together. Because at bpost Parcels & Logistics… 


…we care. bpost has always acted as a kind of link between people, societies and companies. Due to digitization, there is less contact between people, but our connecting and ubiquitous role has never been stronger. In addition to the important social services bpost provides, we are also one of the largest employers of short-schooled employees, offering them the opportunity to graduate from secondary school. You’ll have an impact on society and everyone in it. 


…we dare. In an economy that forces us to evolve at lighting speed, we think and act fast. We work on short-term projects, since we don't know what tomorrow will bring. We're decision-makers. We’re flexible. We think internationally (while our heart is in Belgium). And we work faster and more efficiently every day through robotization and automation. Because you’ll be working for the growth engine of the group. 


…we work together. All the above with the realization that we're not alone. With over 34,000 employees in Belgium and across the globe, you will work in an environment that is driven by people. And our chain is only as strong as its weakest link (yes, cliché buster). That’s why we are permanently connected to the business and the teams on the ground. The human dimension is of great importance within our company, at all levels. We invest in machines, but we are built on people. They are the strength of our business.  

The next steps

The next steps

You apply for the job
You get to know bpost thanks to your recruiter
You meet your manager and you discover the job
You start working!

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