Customer Service Agent

Contenuto del lavoro

Job description

As a technical helpdesk agent you provide support in both French and Dutch to the customers who have a (often acute) problem with their settings or hardware (ticket printer, barcode scanner, identity card reader, ...) or just have questions about the use of the software. This support is done via telephone, chat, e-mail and remote support. We work with a central helpdesk software in which we register and follow up the various customer cases. You make sure that you also enter your cases correctly, so that we can help the customers as well and as quickly as possible.

As a Customer Service Agent, you are the first point of contact for existing customers. You are responsible for satisfaction, administration and follow-up. You report daily & weekly to your team lead to monitor your own progression. You help build through your innovative input.

Tasks

You receive daily chat messages or emails via our central helpdesk software, analyze them with great care and see where the problem could be located in the software (cash register, online booking, stock management, customer management, ...). Once you have made a thorough analysis of the problem, you communicate fluently and clearly the necessary solutions or manuals to the customer. If necessary, a support ticket can be transferred to another team (e.g. development, success, account management) who will gladly follow up on it. If it is not immediately clear from the chat or e-mail traffic what the problem is, you can log on to the customer’s computer via Teamviewer to do a more thorough investigation. In addition, customers may not fully or properly understand the response via email or chat. In that case, you can also call in by phone and show a brief demonstration or clarification on the customer’s computer via Teamviewer.

During the "weekly check-in" you discuss the more difficult cases together with your Support Manager and you do the necessary reporting. Every month a team meeting is organized to exchange tips & tricks.

Ideal Profile

We are looking for a motivated Customer Service Agent to strengthen our team in Belgium.

You have at least 2 years of experience in B2B/B2C-support, preferably in a SaaS context.
You have feeling with everything that is ’digital’ and believe in the future of web applications.
You are a fluent speaker who knows how to satisfy both the small independent as the CEO of a large company.
You are fluent in French and Dutch. Knowledge of German and/or English is a big plus.
You like a challenge and you can find yourself in a young, enthusiastic team.
You are social, motivated and like a feedback culture.
You think it’s important to be able to take pride in your work: your advice is crucial to keep salons happy. Mixed with a touch of perfectionism and a dose of self-deprecation, this makes you the perfect candidate.
You spend a lot of time in your home office and enjoy working remotely. You can handle time pressure and targets and you are always result oriented.

Must have

Speaking and writing French
Speaking and writing Dutch
Be able to work independently and plan ahead
Be customer friendly

Persuasiveness

Nice to have

Writing and speaking German
English to write & speak