Requirements: English
Company: Isabel
Region: Brussels , Brussels
What you''ll be doing and where As Customer SupportRepresentative you will ensure that our customers (B2B) receivebest in class support through a multichannel approach. We expectyou to be excited to help our customers, to be empathetic and toput yourself in their shoes as we maintain long-term relationshipswith them. Listen actively, troubleshoot, and investigate in orderto respond to the request right from the first time. Remember alsothat customer feedback is priceless, and you are in the best spotto gather it and translate it into action so that we improvecontinuously. We are a major player in the market and our servicesreflect it. Key result areas Act as the point of contact for thecustomer to ensure that an efficient and customer-focused supportis offered with the aim of having the highest possible level ofcustomer satisfaction. Process incoming administrative andtechnical requests, remarks, and issues (via mail, phone, chat,letters) to ensure that, the most suitable solution is suggested asquickly and as correctly as possible. Analyze administrative andtechnical issues and propose a solution to customers through directcontact Handle event-based incidents and interventions Handlecustomer complaints according to the defined process Process andmanage customer data to ensure that we have available the lastestcustomer data/files Create and maintain processes and knowledgebasearticles Update and maintain professional knowledge and technicalskills in the area of technical service to ensure that our ownprofessional knowledge is maximized and that we can apply it withinthe organization in the best possible manner Analyze paymenttransactions Apply KYC procedures Usually, 2nd line support in alarger Customer Support team, may handle 1st line support oranti-fraud tasks regardless the size of the Customer Support teamIn a larger Customer Support team, might create solutions to beused by 1st line support or contact customers directly to resolveissues Job requirements This is how you appear in our dreamsComputer literate, usage of the Microsoft Office Suite &Microsoft CRM Dynamics. An on the job training will be providedonsite in Brussels Eye for detail precision is key in our jobAbility to follow but also improve and setup processes Your mothertongue is DUTCH or FRENCH, but you have good command of the secondlanguage (both written and spoken) Our "office" language isENGLISH, so we need you to have a professional working knowledgefor our meetings, trainings, partners and customers You know how tohandle cases in a confidential way Practical information Ourexternal "opening" hours are from 08h00 till 18h00, internally wework with flexible hours but we will need you to start some daysearly (8h00) and on other moments to cover the late shift till 18h(to align with the team) A bachelor degree or higher in a relatedfield is best suitable for this position but experience is alsoextremely valued, so do not hesitate even if you miss that piece ofpaper Interest and/or experience in the financial industry,payments industry, anti-fraud, KYC is certainly a plus After yourtraining period, you will be able to work at least 2 days from homeif you want, but always welcome in our offices if you prefer We arelocated next to the Brussels Central Station what makes it supereasy, but we are also easily accessible by car, bike, etc. We arelooking for a long-term engagement What kind of company would yoube joining? Isabel''s products - Isabel 6 (multi-bank paymentplatform), Ponto (open banking), Kube (verified corporate data) andIntelliSuite (fraud monitoring) - enable seamless, secure andreliable data and money flows. Trusted by more than 50,000companies to access a network of more than 2,000 banks, Isabelprocesses more than 2,300 billion euros annually and the companywill celebrate its 30th anniversary in 2025. At the heart of theIsabel brand lies a distinctive commitment to unify the bankingsector, software providers and our customers to buildcommunity-powered banking solutions. Isabel is a Belgian regulatedcompany, headquartered in Brussels and acting under the supervisionof the National Bank of Belgium, and focuses primarily on theBenelux market. At Isabel, we want to be the cornerstone of trustin an era defined by rapid technological advancement and, as such,contribute to a stronger, more efficient and secure digitaleconomy. To keep up with what we are doing at Isabel, visit ourwebsite or our LinkedIn page. You absolutely deserve this FlexIncome Plan: you have a say in your salary package; you choose thebenefits that suit you best Laptop, phone and subscription, groupand health insurance, and meal vouchers An annual corporate bonusBy train, bus, electric car or bike; we fix the right compensationWe''d love to see you at least two days in the office. You don''twant to miss fresh fruit and chair massages, do you? That - andmore - is our IsaFun! We invest in yo