Customer Care Lrao Officer

il y a 2 jours

Luxembourg LuxTrust Temps plein

**MISSIONS OF THE ROLE**
- **Help clients solve their problems quickly and easily**:

- Avoid repeated calls for a same issue.
- Avoid transferring call and requesting client to repeat information.
- Don’t just resolve the current issue, head off the next one.
- Suggest improvements for “support section” of the website.
- **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 “Courriers retournés”
- Reporting of security incidents
- Replacement of faulty devices

**REQUIRED SKILLS**
- **Qualifications / diploma(s)**:High school diploma or equivalent experience.
- **Technical Competencies**:Knows all required administrative and technical procedures.
- **Languages**:French, Luxembourgish, German and English fluent. Dutch, Portuguese and/or Italian would be a great asset.
- **Specific skills**:

- Active listener
- Problem solver
- Able to build rapport
- Addresses challenges with a positive and constructive mindset
- Has strong verbal and written communication skills
- **Core competencies at LuxTrust**:

- Analytical mindset & decision making
- Organizational fluency
- Personal effectiveness
- Results-driven
- Client service mindset
- Strategic vision
- Leadership

**WHAT WE OFFER**
- A **permanent**contract based in Luxembourg.
- A **competitive**salary, in accordance with your education and experience.
- **Attractive**benefits and advantages including an employee benefit plan, meal vouchers and additional holidays.
- A **healthy**work-life balance including flex work arrangements.
- An open and **transparent career path.**:

- **Development**and **growth**opportunities in a state-of-the art digital company.

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