Description
Customer-Support and (some) Account Management activities are at the core of this assignment.
Main responsibilities are:
Working together with S&M and Operations teams and delivering high quality service to customers
Delivering first line support for all customer requests, hands-on and in coordination with the external call centre. Liaising, coordinating and following up with other teams for second and third level support
Organizing and following up communication with customers Maintaining regular contacts with selected accounts in respect to service delivery and eventual enhancements (service
and account management) Ensuring proper internal and external reporting and follow up
(daily, weekly, monthly, etc.) Participating (on behalf of a broad customer base) inacceptance testing and quality assurance
Supporting other teams with:
Assessing and reporting on customer requests maintaining Frequently Asked Questions and knowledge base maintaining customer documentation improving procedures and suggesting system changes to make operational processes more efficient and customer-friendly
Core skills are:
Minimum 2 years' experience in a role similar to the role outlined above (full or partial match is expected); at least some customer-facing experience is compulsory excellent communication skills; problem solving and stress resistance in customer-facing situations service and customer oriented, pro-active, highly dynamic and with strong personal drive
English, Dutch and French are main languages. German is a strong benefit knowledge of (card) payment systems is considered a strong benefit previous experience within merchant acquiring and/or
transaction processing is a strong benefit basic computer skills with experience with office and
web-based programs this role might become a team lead at a later stage; relevant management skills might become a benefit.