Customer Support Agent

Key Responsibilities

Logging and monitoring incoming customer enquiries office-wide in the Customer Service Management software tool (CSM / ServiceNow).Maintaining the CSM customer database.

Customer support services for all EPO sites such as ensuring assignment of an enquiry to the respective expert at the client .First level resolution of IT-related customer enquiries such as : client account issues Two-Factor Authentication issues Online filing products and services such as My client Portfolio CFP OLF OLF 2.0 etc.

First level resolution of non-IT related customer enquiries such as : General information about non-file related questions such as contact details Basic navigation on the client website. Administration of customer enquiries to be handled by Examiners : CSM case registration Forwarding the case to the entrusted examiner and their team manager Case monitoring (reminders suspension) Case closure after resolution by the examiner.

Administration of cases for other units not having a license for the CSM tool : Case registration Forwarding to responsible unit Case monitoring (reminders) Case closure.

Reporting analysis and follow up of customer feedback for continuous improvement.

Customer sentiment survey after case closure.

Skills

Do you think you are the person we are looking for See below what experience or knowledge you should bring :

Advanced proficiency in English German (C1 level) and French (B2 level) writing in English and German is essential.

Professional empathetic and efficient support to customers across email. phone and webform. Experience using Customer Service Management (CSM) ticketing systems and CRM customer data tools.

Ideally previous experience in a customer service administrative or supportive role ideally in a multilingual environment. Ability to follow internal procedures with a structured and organised approach to deliver consistent service quality. Team player that can also work independently and manage their time effectively.

Strong communication skills problem-solving mindset and a customer-first attitude.

Flexibility to work in a rotating shift schedule between 7 : 00h and 19.00h

Key Skills

Design Engineering,Baan,Customer Service,Fund Management,ABAP,Elevator

Employment Type : Full Time

Experience : years

Vacancy : 1