Customer Support Representative

What you'll be doing and where

As Customer Support Representative you will ensure that our customers (B2B) receive best in class support through a multichannel approach.

We expect you to be excited to help our customers, to be empathetic and to put yourself in their shoes as we maintain long-term relationships with them.

Listen actively, troubleshoot, and investigate in order to respond to the request right from the first time.

Remember also that customer feedback is priceless, and you are in the best spot to gather it and translate it into action so that we improve continuously.

We are a major player in the market and our services reflect it.

Key Result Areas

• Act as the point of contact for the customer to ensure that an efficient and customer-focused support is offered with the aim of having the highest possible level of customer satisfaction.
• Process incoming administrative and technical requests, remarks, and issues (via mail, phone, chat, letters ) to ensure that, the most suitable solution is suggested as quickly and as correctly as possible.
• Analyze administrative and technical issues and propose a solution to customers through direct contact
• Handle event-based incidents and interventions
• Handle customer complaints according to the defined process
• Process and manage customer data to ensure that we have available the lastest customer data/files
• Create and maintain processes and knowledgebase articles
• Update and maintain professional knowledge and technical skills in the area of technical service to ensure that our own professional knowledge is maximized and that we can apply it within the organization in the best possible manner
• Analyze payment transactions
• Apply KYC procedures
• Usually, 2nd line support in a larger Customer Support team, may handle 1st line support or anti-fraud tasks regardless the size of the Customer Support team
• In a larger Customer Support team, might create solutions to be used by 1st line support or contact customers directly to resolve issues

This is how you appear in our dreams

• Computer literate, usage of the Microsoft Office Suite & Microsoft CRM Dynamics.
• An on the job training will be provided onsite in Brussels
• Eye for detail … precision is key in our job
• Ability to follow but also improve and setup processes
• Your mother tongue is DUTCH or FRENCH, but you have good command of the second language (both written and spoken)
• Our “office” language is ENGLISH, so we need you to have a professional working knowledge for our meetings, trainings, partners and customers
• You know how to handle cases in a confidential way

Practical information

• Our external “opening” hours are from 08h00 till 18h00, internally we work with flexible hours but we will need you to start some days early (8h00) and on other moments to cover the late shift till 18h ( to align with the team )
• A bachelor degree or higher in a related field is best suitable for this position … but experience is also extremely valued, so do not hesitate even if you miss that piece of paper
• Interest and/or experience in the financial industry, payments industry, anti-fraud, KYC … is certainly a plus
• After your training period, you will be able to work at least 2 days from home if you want, but always welcome in our offices if you prefer
• We are located next to the Brussels Central Station what makes it super easy, but we are also easily accessible by car, bike, etc.
• We are looking for a long-term engagement