Customer Care Lrao Officer
il y a 6 jours
**Missions**:
- Help clients solve their problems quickly and easily:
- Avoid repeated calls for a same issue
- Avoid transferring call and requesting client to repeat information
- Do not just resolve the current issue, head off the next one
- Suggest improvements for “support section” of web site
- Manage clients’ request:
- Order requests for production and test certificates
- Revocation, suspension, reactivation requests during office hours
- All Re-Key requests Phases
- Answer clients’ questions (verbal and written) timely and clearly:
- Guide customers through administrative and technical procedures
- Help CSD meet its Key Performance Indicators:
- Available staff
- Client effort score
- Number of drop calls
- Waiting time
- Efficiency through reuse
- Use feedback from disgruntled or struggling clients to improve LuxTrust value proposition
- Write user centric technical documentation and guidelines
- Make suggestions and comments to improve offering and quality of service
- Avoid ping-pong
- Propose joint “Client / CSD / HD” con-calls when deemed appropriate
- Help run acceptance test plans for user centric services
- Fill-in ticket for each call
- Ensure that CSD infrastructure is operational at all times
- Contribute to build LuxTrust image of “Excellence” and “Easy to do business with”
- Leverage internal resources when needed
- Escalate if, and when required
- Other duties as assigned:
- Handling of returned mail
- Reporting of security incidents
- Replacement of faulty devices
**Access levels **(in the light of separation of duties and least privilege):
- LRAO Encoder
**Specific profile**:
- Bac
- Behaves like:
- an active listener
- a problem solver
- Is able to build report
- Addresses challenges with a positive and constructive mindset
- Has strong verbal and written communication skills
- Knows all required administrative and technical procedures
- Masters 4 languages (FR, EN, LU, GE)
- Knowledge of other languages: NL, PT, IT, etc. represents an advantage
- Basic knowledge in IT represents an advantage
**Additional training**:
- LRA officer training
- PSF Awareness Training
- Security Awareness Training
**Permanent contract** based in Capellen - Luxembourg. In addition to a competitive salary, in accordance with your education and experience, we offer other benefits including an employee benefit plan.
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