Customer Service Representative German / Dutch / French
Do you have a passion for helping others and ensuring customers have the best experience possible? We have fantastic opportunities to join as multi lingual customer service reps where you have the opportunity to support customers from across the globe.
We are a diverse team and even if you don’t have any customer service experience we are keen to hear from you if you have the desire to go the extra mile for our customers.
What are your main responsibilities?
In this role, you’ll be able to impact the lives of the people reaching out to us. With your strong knowledge of our products and services, and your active listening skills, you assist them with any of their queries around their medical plan.
Your human touch, listening skills and empathy give the help and reassurance to the customer.
KEY RESPONSABILITIES :
Managing large amount of inbound calls from our insured members and providers in a timely manner
Identifying customers’ needs, clarify information, research every issue and providing solutions via different communciation channels, but mainly phone and e-mail
Coordinate and ensure follow-ups of the assigned cases or portfolio
Handling medical issues, in collaboration with our medical consultants
Think about and contribute to using the most efficient communication channels (phone, e-mail, fax, letter)
When needed, put your language skills at work to translate different documents.
Keep records of the conversations in our communication system & tools in a comprehensible way
Handling complaints and analyse them, identifying root causes that might lead to the improvement of customer satisfaction.
Assist the Client Manager in several tasks (e.g. preparation of presentations, preparation of analyses, statistics)
Contribute to maintaining a co-operative and friendly working environment.
Your critical eye easily spots possible improvements, and you share them with your manager.
LANGUAGE SKILLS :
Advance knowledge of English & Dutch & German is a must (C1 / C2)
Advance / good knowledge of one or more of these languages : French, Italian, Spanish, Portuguese is a plus
What you’ll bring :
Customer focused with ability to identify and solve problems
Customer centric mind-set
Exceptional interpersonal skills with good verbal and written communication
Ability to organise, prioritise and manage workload to meet individual and team targets
Ability to quickly identify customer needs and exercise judgment in a professional and confident manner
Must possess excellent attention to detail, with a high level of accuracy with proactive approach
Capable of balancing various tasks at once while achieving deadlines
Ability to work under own initiative and proactive in recommending and implementing process improvements
Basic IT skills and ability to navigate systems
What’s in it for you?
We recognise we wouldn’t be where we are today without our employees, that’s why we offer such excellent benefits designed to suit you as and when you need them :
Working from home - Enjoy working from the comfort of your home, with voluntarily visits to our Antwerp office .
Training You will be able to take part in the training remotely and we will set you up with all the tools you need to succeed.
IT Kit - We will set you up with home working resources
20 legal holidays + 8 extralegal holidays
For every 5 years of seniority you receive an additional day off .
Work from home allowance
Transportation allowance or subscription to public transport
Medical plan and group insurance