Customer Service Representative

Isabel Group; Brussel; Hybride; EUR 30 000 - 42 000; Plein temps

Avantages offerts par ce poste

Flex Income Plan

Annual bonus

Insurance

Meal vouchers

Résumé du poste

Isabel Group is seeking a customer-facing support professional to serve as the first point of contact for customers via email and phone. You will analyze requests, provide timely solutions, and coordinate with teams for incident handling while maintaining accurate customer data and contributing to knowledge resources.

The role emphasizes empathy, ownership, and collaboration across languages with a focus on improving customer satisfaction and loyalty in a hybrid work setup in Belgium.

Qualifications

• Experience in customer service or technical support is preferred.
• Strong analytical and problem-solving abilities.
• Excellent verbal and written communication with a customer-centric mindset.
• Experience handling multi-channel interactions (phone, email).
• Fluency in Dutch or French as native language, with strong other language skills (Dutch, French, English).
• Familiarity with CRM systems, ticketing tools, and knowledge bases is a plus.
• Basic understanding of the financial industry and payment ecosystem is a plus.

Responsabilités

• Serve as the first point of contact for customers via email and phone, delivering professional support.
• Analyze incoming requests and provide accurate, timely solutions.
• Coordinate with teams for incident handling and escalation when needed.
• Handle complaints according to procedures, ensuring resolution and documentation.
• Maintain and update customer data for accuracy and accessibility.
• Create and maintain process docs and knowledge base articles.
• Continuously develop knowledge of customer service tools and best practices.
• Stay informed about regulatory frameworks and mitigate risks where applicable.
• Identify recurring concerns and share feedback to improve services.

Connaissances

Customer empathy

Ownership

Willingness to learn

Clear communication

Problem solving

Collaboration

Adaptability

Attention to detail

Resilience

Digital fluency

Outils

CRM systems

Ticketing tools

Knowledge base platforms

Description du poste

Let’s shape the future of finance - together

At Isabel, we believe that real innovation happens when people and ideas connect

That’s why we’re building more than technology, we’re building an ecosystem.

One where every voice counts, and where your work can truly make a difference.

We’re looking for curious minds and collaborative builders. People who believe success means growing together, learning from each other, and challenging the status quo.

If that sounds like you, keep reading.

What you’ll do

Serve as the first point of contact for customers who have support requests and play a key role in shaping their overall experience with the company. Deliver efficient, accurate, and empathetic support across administrative and technical domains, ensuring every interaction contributes to customer satisfaction, trust, and loyalty. Take ownership of customer inquiries from initial contact through resolution, while maintaining accurate customer records and contributing to the continuous improvement of support processes and knowledge resources.

Key Responsibilities

• Act as the primary point of contact for customers via email, and telephone, delivering professional, responsive, and customer-focused support that enhances customer satisfaction and strengthens long-term relationships.
• Analyse incoming administrative and technical requests, questions, and issues, identifying and delivering the most appropriate solutions in a timely, accurate, and customer-orientated manner.
• Manage event-based incidents and interventions, coordinating with relevant teams when necessary and routing more specific requests to the appropriate teams.
• Handle customer complaints in accordance with defined procedures, ensuring resolution and documentation.
• Maintain and update customer data to ensure accuracy and availability of current customer records.
• Create, update, and maintain process documentation, procedural guidelines, and knowledge base articles to support team efficiency and customer self-service.
• Continuously and proactively developing professional and technical knowledge related to customer service tools and systems, applying best practices to improve service delivery.
• Keeping up to date with company risk and regulatory-related frameworks, and proactively identify, assess, and mitigate risks in line with company policies and regulatory expectations.
• Identify recurring customer concerns and share feedback with internal stakeholders to support service improvements and enhance the overall customer experience.

What makes you a great fit

• Customer Orientation & Empathy: Ability to understand customer needs and respond with patience, clarity, and professionalism.
• Ownership and accountability : Takes responsibility for customer enquiries and follows through on commitments, ensuring a positive customer experience and timely resolution.
• Willingness to learn : Interest in developing foundational administrative and technical knowledge on Isabel solutions used by their customers (banks and companies). Interest in understanding our customer’s user experience journey.
• Excellent communication and attitude: Clear, concise, and effective communication across channels and with diverse audiences across our three working languages.
• Problem-Solving: Proactive approach to identifying issues and implementing solutions.
• Collaboration: Works well within a team and across departments to resolve customer issues.
• Adaptability: Comfortable with change and able to adjust quickly to new tools, processes, or priorities.
• Attention to Detail: Ensures accuracy in customer data, documentation, and issue resolution.
• Resilience: Maintains composure and effectiveness under pressure or during high-volume periods.
• Digital Fluency: Comfortable using digital tools and platforms to support customer interactions and internal workflows.

Must Have Expertise

• Previous experience in a customer service or technical support environment is an advantage. We also welcome motivated junior candidates with the right customer mindset, professionalism, and willingness to learn and grow in a customer services function.
• Strong analytical and problem-solving skills, with the ability to assess issues and propose effective solutions.
• Excellent communication skills, both verbal and written, with a customer-centric mindset.
• Proficiency in handling multi-channel interactions (phone, email) with customers.
• Trilingual proficiency: Dutch or French as native language, with a good command of the other two working languages (Dutch, French, English).
• Familiarity with CRM systems, ticketing tools, and knowledge base platforms is a plus.
• Basic understanding of the financial industry and payment ecosystem is a plus.

Why join us

• A human-sized Belgian company (250 people) where your ideas and impact matter
• 50% hybrid work, flexible hours, and autonomy to manage your time
• Coaching, training, and tailored development paths for every career stage
• A flat, collaborative structure with real ownership and cross-functional work
• Competitive rewards: Flex Income Plan, annual bonus, insurance, meal vouchers
• A strong engagement culture and inclusive mindset
• Easy mobility options: our MOBI strategy supports flexible, low-footprint commuting, whether by bike, public transport, or electric car
• Professional gatherings that encourage collaboration and networking, as well as fun and purposeful activities led by our BeFun team
• A certified Top Employer with 30 years of tech leadership and ambition

Ready to join us?

Your voice, your vision, and your impact all have a place here.

Let’s shape smarter solutions and a stronger digital economy. Together.