Client Care Officer

Securitas Technology Belgium; Edingen; On-site; EUR 32,000 - 52,000; Full time

Job summary

Securitas Technology Belgium is seeking a Client Care Officer to be the first point of contact for customers and partners needing technical assistance. You will combine a customer-oriented mindset with strong problem-solving skills to provide efficient remote support.

You will handle questions, incidents, and technical issues related to security solutions, delivering a professional customer experience and coaching team members as needed.

Qualifications

• Fluent Dutch and French communication, fluent written and spoken.
• Basic English knowledge and willingness to learn.
• Strong problem solving and troubleshooting abilities.
• Structured, accurate and solution-oriented work style.
• Empathy and customer-focused attitude.
• Experience in customer service or tech support is a plus.

Responsibilities

• Provide first-line technical support to customers and partners by phone and in writing.
• Remotely connect to customer systems to analyse and resolve issues.
• Perform troubleshooting and identify the appropriate solution.
• Carry out remote technical and administrative interventions, such as system or code modifications.
• Create, update and follow up tickets until resolution; escalate complex issues when needed.

Skills

Dutch language

French language

English (basic)

Excellent communication

Troubleshooting

Customer service mindset

Job description

As a Client Care Officer, you are the first point of contact for our customers and partners when they need technical assistance. You combine a strong customer-oriented mindset with technical problem-solving skills to provide efficient remote support.

You will assist customers with questions, incidents and technical issues related to their security solutions, while ensuring a professional and high-quality customer experience.

What will you do?

• Provide first-line technical support to customers and partners by phone and in writing.
• Connect remotely to customer systems to analyse and resolve technical issues.
• Perform troubleshooting and identify the appropriate solution.
• Carry out remote technical and administrative interventions, such as system or code modifications.
• Handle customer requests, incidents and activations according to priority.
• Create, update and follow up tickets until resolution.
• Escalate more complex issues to the appropriate technical team, ensuring that all relevant information is documented.
• Use internal procedures, FAQs and technical documentation to provide efficient solutions.
• Contribute to the achievement of Service Desk KPIs, including response times, ticket resolution times and customer satisfaction.
• Work closely with colleagues to ensure continuity and a high level of service.

Who are we looking for?

You are someone who enjoys helping customers while solving technical problems. You are comfortable working with different systems and applications and remain calm and solution-oriented when dealing with incidents.

You have:

• Excellent communication skills in Dutch and French, both spoken and written.
• Basic knowledge of English.
• Strong computer skills and the ability to quickly learn new tools and platforms.
• A structured, accurate and solution-oriented way of working.
• Strong listening skills and empathy towards customers.
• A genuine interest in technology and security solutions.
• Experience in customer service or technical support is an advantage, but not mandatory.

Your strengths:

Customer-oriented, helpful and eager to learn, you enjoy working as part of a team while being able to handle your responsibilities independently. Integrity, accuracy and a strong sense of service are essential in this role.

Why Securitas Technology?

At Securitas Technology, you will work in a technological environment where customer service and security come together. You will have the opportunity to develop your technical expertise, work with different security platforms and progressively grow within the Remote Support environment.

The internal career path also allows progression from Client Care officer to Senior, Expert and Principal level, depending on your technical knowledge and expertise.