customer service medewerker in Watermaal-Bosvoorde

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job description

The Representative Operations Customer Services has a good understanding of our products and services for the specific area he/she works in. He/she needs to be experienced in a usage of our main frame customer databases and needs to understand all product features and benefits. He/She is responsible for: - Handling customer queries as a member of the call centre (telephone). - Handle outbound programmes such as "welcome calls" and "save a card member". - Updating the customer information following the customer contact. - Advising customers on products and services. - Handling all administrative tasks following a customer contact. - Responding to customer by phone with the highest service level and the highest level of accuracy and completeness. - Handling questions with regards to the loyalty program. - Handling maintenance (if necessary) with regards to the card member life cycle (change of address, updating payment methods, etc.). - Maintaining good relationships with all departments to quickly resolve potential customer issues that are expressed during their call. - Recognizing when help is required and asking for support from team leaders or senior colleague. - Explaining the details of the job to new hires in a clear, concise and accurate way in order to help with on boarding new colleagues. - Working in a disciplined way, with high level of accuracy. - Respecting confidentiality with regards to all customer DATA. - Being flexible in adhering to different shifts in call centre. He/She works under supervision of a team leader.


- Few or no precedent product knowledge is required, the function can be executed with a minimum level of experience and education and is done instructed and supervised by a manager. - Understand and correctly interpret known data within defined procedures. - Execute the tasks is a systematic way within a clear task description, with supervision of a team leader. - Transfer own knowledge and transfer way of working in a formal and informal way. - Answer correctly and in a structured way the most common questions from customers according to set rules and procedures. Able to correctly report on data and incidents. - Treat others fair, respect confidentiality and approach others in an honest way. - Understand and organize daily priorities independently. - Good communication and interpersonal skills with both customers and colleagues. Technical Expertise: - Education and learning time The function requires a knowledge that is at least equivalent to a secundary degree (or equivalent experience) with at 3 to 6 months learning time. - Languages Dutch - Experienced (written & oral) French - Experienced (written & oral) English - Experienced (written & oral) - Other MS Office - Experienced Proprietary IT platforms Job specific IT systems
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