Customer Care Advisor

☞ AXA

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Update day: 26-11-2025

Location: Brussels Brussels Capital

Category: IT - Software IT - Hardware / Networking Information Technology Executive management

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Customer Care Advisor (21000B2X)

PRIMARY LOCATION : BELGIUM-BRUSSEL – BRUXELLES-BRUXELLES

ORGANIZATION : AXA Partners - AP Services & Assistance

CONTRACT TYPE : Regular

SHIFT : Variable

SCHEDULE : Full-time
DESCRIPTION

Position summary:

The Customer Care Advisor:

  • You interact with customers in need of assistance in Belgium and abroad with a sense of urgency, demonstrating empathy and providing ongoing support through added-value services

  • You implements the appropriate means necessary for the service and coordinates the assistance operations

  • You offer the best solutions to our customers by mobilizing the networks and teams of experts to ensure an end to end solution

  • You find customer centric solutions and has appetite for digital

Key responsibilities:

Handle incoming customers’ assistance requests with professionalism, empathy and respect:

  • You respond to assistance requests received via various communication channels (call, chat, apps...)

  • You qualify the request and register it on Case Management System (CMS)

  • You identify the customer and check its insurability based on contract and guarantees

  • You reassure the customer and answer to first questions in order to build a relationship of trust

  • You handle all scheduled tasks linked to cases (providers’follow up, MRH agenda, incoming calls,…)

Analyse the request and understand customers’needs:

  • You are responsible for analyse the situation and the context, appreciate the importance of the incident, the degree of urgency and the immediate needs

  • You analyse the different solutions within the means defined by the contract ensuring the most pragmatic solution is deployed taking into account existing procedures and tools including diagnosis tools

Identify and provide the assistance solution:

  • You select the appropriate assistance solution and propose if necessary and if possible, different alternatives to the beneficiaries, especially when their loss is not covered by their policy terms and conditions (on-demand services)

  • You manage customer expectations continuously by clearly sign posting next steps and keeping promises at all times

  • You search for providers and ensure that the most appropriate / relevant solution has been implemented by the provider

  • You follow the journey of the case, managing, where relevant, all interactions from both customer and provider

  • You update customer case in the CMS tool ensuring notes are clear and concise

  • You provide solutions continuously to customers and take relevant and appropriate decisions when needed

  • You provide customers with answers/ options in response to questions raised

  • You write case notes and any instructions for the finalization of the case


QUALIFICATIONS
Skills and experience: You are trilingual Dutch, French and English (mandatory) You are customer centric You are rigorous with a strong attention to detail You are able to adapt your speech/voice tone to each situation Able to remain calm under pressure with a high level of resilience when needed You are proactive/reactive, reassuring and understanding You are able to advise/guide customers You are agile and able to embrace constant change with adaptability. You have a first experience in providing customer service solutions You are at ease with multitasking, you set priorities and manage time effectivelyYou are able to have an effective, clear and professional written and verbal communication An education certificate level (TBD)/general culture (use to travel and interact with people from different countries)

#LI-BE


ABOUT AXA

AXA Group is the world leader in insurance and asset management. We protect and advise our clients at every step in their lives, by offering products and services which satisfy their needs in the areas of insurance, personal protection, saving and asset management. AXA is the leading insurance brand worldwide, with over 100 million clients. We are transforming from payer to partner for our client, with a strong focus on risk prevention.

Our mission: Empower people to live a better life.

Our values: Customer First, Courage, Integrity and One AXA.

AXA Partners is an AXA transversal business unit offering a wide range of solutions in assistance services, travel insurance and credit protection.

AXA Partners’ role is also to implement innovative solutions emerging from the AXA Innovation unit.

Combining passion with advanced expertise, we design and deliver worldwide solutions for partners and communities. We protect what matters, when it matters.
WHAT WE OFFER

By joining AXA Partners, you will work in a responsible company, which offers a real culture of expertise & diversity. Our focus is on accelerating the development of everyone’s skills, whilst offering attractive and competitive compensation and opportunities for professional development and growth.

Additionally, at AXA, we work to make a real difference to people - when amazing things happen and when we create opportunities for a better life, the feeling of pride is extraordinary.
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Deadline: 10-01-2026

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