Case Manager Contact Center

Axis Group - HR Advisor; Brussel; Sur place; EUR 27 000 - 40 000; Plein temps

Avantages offerts par ce poste

In-house training

Full-time or 4/5

Brussels office

Public transport reimbursement

Group insurance

DKV hospitalization

Meal vouchers €10

Eco-vouchers

Year-end bonus

Seniority leave

Telework allowance

Partial work from home

Résumé du poste

Axis Group in Brussels seeks a Contact Center Case Manager to support employers and employees with questions and administrative processes, ensuring cases are tracked precisely and efficiently. The role offers a stable team environment and comprehensive training, with an attractive compensation package.

You will use Dutch and French to communicate clearly, document interactions, and guide users through digital applications, while escalating complex cases to supervisors as needed.

Qualifications

• Has a strong interest in industry-specific services, payroll administration, and advanced administrative processes.
• Works with precision, is well-organized, and handles information confidentially, with a keen eye for detail, and can accurately interpret file information and calculations.
• Is able to work independently and communicates easily with supervisors and colleagues.
• Has an excellent command of both Dutch and French, both verbally and in writing, which is essential for supporting employers and employees throughout Belgium.
• Is customer-focused, patient, and possesses excellent communication skills, with the ability to convey complex information in a calm and understandable manner, as well as to guide users through digital applications.

Responsabilités

• You answer questions from employers and employees via phone, email, and other communication channels.
• You listen carefully, identify the essence of the question, and analyze the available information to fully understand the situation.
• You translate rules, procedures, and case information into clear and understandable communication.
• You assist employers and employees with administrative and digital processes and verify that they can proceed.
• You take responsibility for following up on inquiries and ensure that agreements are honored.
• You carefully document interactions and agreements so that colleagues can efficiently take over or further process the case.
• You identify inquiries that require special attention and ensure they are appropriately escalated to the supervisor.
• You identify complex, sensitive, or unusual cases and bring them to the supervisor’s attention, who will coordinate further consultation with the appropriate internal department as needed.
• You use digital and AI-supported tools critically and flag any errors.
• You act in accordance with the team’s procedures and quality standards.
• You explain to employers the breakdown of amounts due and the data or filings on which the calculations are based.
• You help employers log in to the online dashboard and guide them in viewing and tracking their data and amounts.

Connaissances

Dutch and French fluency

Communication skills

Independent working

Outils

Outlook

Word

Excel

Description du poste

Are you the person who can bring clarity and structure to administrative processes? As a Contact Center Case Manager, you’ll play a pivotal role in supporting employers and employees with their questions and administrative processes. You communicate clearly and concisely, work with precision, and ensure that every case is carefully tracked.

At our client’s company, you’ll have the opportunity to grow in a stable and supportive work environment. With an attractive salary and benefits, plus comprehensive training, this is your chance to make a valuable contribution.

Responsibilities

• You answer questions from employers and employees via phone, email, and other communication channels;
• You listen carefully, identify the essence of the question, and analyze the available information to fully understand the situation;
• You translate rules, procedures, and case information into clear and understandable communication;
• You assist employers and employees with administrative and digital processes and verify that they can proceed;
• You take responsibility for following up on inquiries and ensure that agreements are honored;
• You carefully document interactions and agreements so that colleagues can efficiently take over or further process the case;
• You identify inquiries that require special attention and ensure they are appropriately escalated to the supervisor:
• You identify complex, sensitive, or unusual cases and bring them to the supervisor’s attention, who will coordinate further consultation with the appropriate internal department as needed:
• You use digital and AI-supported tools critically and flag any errors;
• You act in accordance with the team’s procedures and quality standards;
• You explain to employers the breakdown of amounts due and the data or filings on which the calculations are based;
• You help employers log in to the online dashboard and guide them in viewing and tracking their data and amounts.

Requirements

• Has a strong interest in industry-specific services, payroll administration, and advanced administrative processes;
• Works with precision, is well-organized, and handles information confidentially, with a keen eye for detail, and can accurately interpret file information and calculations;
• Is able to work independently and communicates easily with supervisors and colleagues;
• Has an excellent command of both Dutch and French, both verbally and in writing, which is essential for supporting employers and employees throughout Belgium;
• Is customer-focused, patient, and possesses excellent communication skills, with the ability to convey complex information in a calm and understandable manner, as well as to guide users through digital applications;
• Is able to handle stress and maintains a professional demeanor, even in challenging or sensitive situations, and takes responsibility for their own cases;
• Adopts a proactive and eager-to-learn attitude, with a solution-oriented mindset;
• Is familiar with Outlook, Word, and Excel, and quickly masters new digital tools.

Employment Details and Benefits

• Thorough in-house training before you start working independently;
• Full-time or 4/5 employment available;
• Stable work environment with a team of about 20 colleagues;
• Office in downtown Brussels, easily accessible by public transportation;
• Full reimbursement of public transportation pass;
• Attractive compensation package, including: group insurance paid by the employer; DKV hospitalization insurance covering outpatient costs and dental care; €10 meal vouchers; eco-vouchers; year-end bonus; seniority leave;
• Telework allowance;
• Option to work partially from home after the training period;
• Necessary digital tools and equipment will be provided.