Viva Wallet provides innovative acquiring and issuing services to businesses of any size, based on their individual needs. The company was founded in 2010 and has presence in 23 countries all over the Europe. It is an entirely cloud-based licensed e-money institution for the provision of payment services in the 31 countries of the European Economic Area (EEA-31) and Principal Member of MasterCard and Visa for issuing and acquiring and a partner to leading global companies, such as Microsoft, Alipay, and PAX.
We are looking for a qualified customer service to join our Viva Wallet team in Brussel. The successful candidate will provide support to customer and prospect queries. Our ideal candidate is an experienced professional with knowledge of sales and customer service best practices. You should also be able to interpret sales metrics and be goal-oriented. Ultimately, you should be able to contribute to creating and maintaining good customer relationships and ensuring smooth sales team operations.
More specifically, as a Customer service contact center agent you will:
- Respond to customers via Live Chat to assist them in everyday issues about using Viva Wallet services and products.
- Handle concurrent written interactions with customers in a manner and comprehensive way, in order to achieve the predefined SLAs.
- Support customers also via calls, in order to provide information regarding inquires customer has raised.
- Handle customer’s communication polite, with a professional way and be always customer oriented.
- Act as a 2nd level support consultant to resolve issues acting as a point of escalation for more challenging issues;
- Identify, research, and resolve customer issues using our CRM systems and tools;
- Ensure that incidents are resolved in a timely manner to meet defined service level targets;
- Communicate progress and resolution of issues to internal and external customers;
- Identify and assess customers’ needs to achieve increased satisfaction;
- Provide accurate and valid information by using the right methods/tools;
- Handle customer complaints by providing appropriate solutions and alternatives within the time limits;
- Follow communication procedures, guidelines and policies;
- Develop and maintain professional relationship with colleagues and stakeholders to provide exceptional customer care services
Requirements
- Excellent use of Dutch and French both in verbal amp; written form;
- A professional knowledge of English is a great advantage;
- Excellent ability to communicate clearly and not leave nothing to doubt;
- Hands- on attitude to contact existing or potential customers to inform them about a product or service using scripts;
- Direct prospects to the field sales team when is required;
- Demonstrable knowledge of entering and updating customer information in the database;
- Knowledge of taking and processing orders in an accurate manner.
Benefits
- A competitive salary, based on talent and experience,
- Relevant and refresh training related to your role,
- An opportunity for a rapid career development,
- A good occasion to work closely with a highly motivated team in a dynamic and fast paced environment in an international fin-tech company with a large cultural diversity and acquiring excellent knowledge in the payment and banking industry.