Your mission as a CUSTOMER CARE ASSOCIATE is to respond to the requests of our customers, partners and to provide support to the merchants in our network.
YOUR RESPONSIBILITIES
Assisting customers with the processing of their orders, completing customer files and finding the appropriate solution to problems or complaints.
Provide support to merchants who offer our payment solutions. Handle requests, contracts and ensure that their payment terminal is activated within the agreed timeframe. Solve technical problems in collaboration with our various partners.
Assisting our partners while working closely with direct colleagues and other departments to provide the best service. Collaborate with our partner colleagues in responding to prospects, following up on customers and maintaining the relationship etc.
Keeping track of the comments and messages on our social networks like Facebook and Twitter.
Coordinate and follow up on administrative matters such as returned cards, and postal follow up.
Collaborate with our sales colleagues in responding to prospects, following up on customers and maintaining the relationship etc.
COMPETENCIES
Bilingual French / Dutch: fluent in both national languages
Notion of English is a must because of the working environment
Analytical mindset: Solution-oriented, with a drive for continuous improvement and logical thinking.
Excellent verbal and written communication skills. Attention to detail and accuracy is crucial.
Proactivity to contact the customer when a fault is detected or simply to solve the problem efficiently.
Be empathetic and responsive to customers' questions
Good stress management: being able to deal with dissatisfied customers. Dealing with complaints in a calm and correct manner.
Be a team player with the ability to work collaboratively with colleagues.
Commercial mindset, striving to enhance customer relationships and satisfaction.