Viva Wallet is hiring a

Customer Support Specialist

Brussel, Belgium

Customer Support Consultant is responsible for handling customer inquiries and issues by giving instructions, promoting products and services and solving complaints according to established policies and procedures in predefined SLA’s.


More specifically, as Customer Support Specialist, you will:

1. Manage and resolve all customer issues effectively via phone, email, or social media in a timely manner

2. Communicate progress and resolution of issues to internal and external customers

3. Provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

4. Recognize, document and alert the team lead of trends in customer calls

5. Manage all customer complaints through phone calls and emails

6. Recommend process improvements.


Requirements


  • Proven first experience as Customer Support Specialist/ technical support
  • Good knowledge of Process Handling of requests (2nd level support) and Process of call management (1st Level Support)
  • Good technical knowledge of computer programs (e.g. CRM software) and telephone systems and Complaint Management Policy
  • Ability to learn about products and services and describe/explain them to clients and to resolve technical issues;
  • Excellent knowledge of French/Dutch;
  • Excellent knowledge of English;
  • Excellent communication and interpersonal skills;
  • Cool-tempered, solution oriented, and client oriented mindset;
  • High school diploma; BSc/BA will be considered a plus

Benefits

We are offering an attractive competitive salary and the opportunity for a rapid career development, working closely with a highly motivated team in a dynamic and fast- paced environment.

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