Fintech Customer Support Specialist (Hybrid)

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

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.