Our client is an international company located in the centre of Brussels and are active in the transport industry. They are currently looking for a Customer Care Officer
Your job will be divided into 2 parts: 50% In the Technical centre and 50% In the Customer service department.
The tasks for the technical centre will include the follow up of the transport situation, as well as the difficulties encountered and the occasional customer support needed. You will follow up the communication on the social media and on regular media and be the voice of the clients’ concerns towards the technical team. You will be in contact with the technicians in order to understand precisely the issues and to convey the information to the clients. In other words, you will be the point of contact between the technical centre and the Customer service and you will make sure that the information flows smoothly between the two. You will be the point of contact for the onsite teams, you will get information from them regarding the general atmosphere in the field and you cater for special needs and customer assistance when needed.
The tasks in the Customer service department will include being the point of contact for customers and help them by replying promptly to their queries via phone/email/fax/letter/social media in accordance to the company’s commercial politics & ethical/quality standards. You will process and follow-up on specific files (service & information requests, official complaints, and compensation/reimbursement files). You will provide answers to the online questions of customers (“click-to-chat”) and/or – in case of a very specific request – you transfer the question to the appropriate department. Last but not least, you will participate in the general management of social media, you moderate the Twitter accounts, and you produce written content
Languages: fluency in French (written and spoken) and either fluent German, English or Dutch and a working knowledge of a third language (amongst these 3)
A relevant experience of +/- 3 years (in a customer service/client relations role, ideally acquired in a technical environment)
Basic knowledge of social media (Twitter, Instagram, Facebook, etc.)
Strong oral & written communication skills as well as good listening skills, you are able to show empathy towards your customers and you are quality minded. You have to be very good diplomatic and can interact at all levels
Have a positive and dynamic work attitude, you like learning new things, you are genuinely service minded and are keen to find the right solution for your clients
A permanent, full-time contract
A competitive salary with a very complete benefits package including bonuses for working in shifts and during weekends, luncheon vouchers (€ 8,00/day), health and group insurance, benefits in kind (free transport tickets), a yearly bonus, 50 holiday days/year
Working hours: 40h00/week in shifts (2.00 pm-10.00 pm and 10.00 am-6.00 pm)
The opportunity to work in a truly international & multicultural environment, in a company, which is constantly evolving and within a fascinating sector!