Isabel - Customer Support Representative

What you'll be doing and where As Customer Support Representative you will ensure that our customers (B2B) receive best in class support through a multichannel approach.We expect you to be excited to help our customers, to be empathetic and to put yourself in their shoes as we maintain long-term relationships with them.Listen actively, troubleshoot, and investigate in order to respond to the request right from the first time.Remember also that customer feedback is priceless, and you are in the best spot to gather it and translate it into action so that we improve continuously.We are a major player in the market and our services reflect it. Key result areasAct as the point of contact for the customer to ensure that an efficient and customer-focused support is offered with the aim of having the highest possible level of customer satisfaction.Process incoming administrative and technical requests, remarks, and issues (via mail, phone, chat, letters) to ensure that, the most suitable solution is suggested as quickly and as correctly as possible.Analyze administrative and technical issues and propose a solution to customers through direct contactHandle event-based incidents and interventionsHandle customer complaints according to the defined processProcess and manage customer data to ensure that we have available the lastest customer data/filesCreate and maintain processes and knowledgebase articlesUpdate and maintain professional knowledge and technical skills in the area of technical service to ensure that our own professional knowledge is maximized and that we can apply it within the organization in the best possible mannerAnalyze payment transactionsApply KYC proceduresUsually, 2nd line support in a larger Customer Support team, may handle 1st line support or anti-fraud tasks regardless the size of the Customer Support teamIn a larger Customer Support team, might create solutions to be used by 1st line support or contact customers directly to resolve issues Job requirements This is how you appear in our dreamsComputer literate, usage of the Microsoft Office Suite & Microsoft CRM Dynamics.An on the job training will be provided onsite in BrusselsEye for detail precision is key in our jobAbility to follow but also improve and setup processesYour mother tongue is DUTCH or FRENCH, but you have good command of the second language (both written and spoken)Our "office" language is ENGLISH, so we need you to have a professional working knowledge for our meetings, trainings, partners and customersYou know how to handle cases in a confidential way Practical informationOur external "opening" hours are from 08h00 till 18h00, internally we work with flexible hours but we will need you to start some days early (8h00) and on other moments to cover the late shift till 18h (to align with the team)A bachelor degree or higher in a related field is best suitable for this position but experience is also extremely valued, so do not hesitate even if you miss that piece of paperInterest and/or experience in the financial industry, payments industry, anti-fraud, KYC is certainly a plusAfter your training period, you will be able to work at least 2 days from home if you want, but always welcome in our offices if you preferWe are located next to the Brussels Central Station what makes it super easy, but we are also easily accessible by car, bike, etc.We are looking for a long-term engagement What kind of company would you be joining? Isabel's products - Isabel 6 (multi-bank payment platform), Ponto (open banking), Kube (verified corporate data) and IntelliSuite (fraud monitoring) - enable seamless, secure and reliable data and money flows. Trusted by more than 50,000 companies to access a network of more than 2,000 banks, Isabel processes more than 2,300 billion euros annually and the company will celebrate its 30th anniversary in 2025. At the heart of the Isabel brand lies a distinctive commitment to unify the banking sector, software providers and our customers to build community-powered banking solutions. Isabel is a Belgian regulated company, headquartered in Brussels and acting under the supervision of the National Bank of Belgium, and focuses primarily on the Benelux market. At Isabel, we want to be the cornerstone of trust in an era defined by rapid technological advancement and, as such, contribute to a stronger, more efficient and secure digital economy. To keep up with what we are doing at Isabel, visit our website or our LinkedIn page. You absolutely deserve thisFlex Income Plan: you have a say in your salary package; you choose the benefits that suit you bestLaptop, phone and subscription, group and health insurance, and meal vouchersAn annual corporate bonusBy train, bus, electric car or bike; we fix the right compensationWe'd love to see you at least two days in the office. You don't want to miss fresh fruit and chair massages, do you? That - and more - is our IsaFunWe invest in your personal growth by training and coachingYou work with experienced (fin)tech leaders and solid software toolsA certified Top Employer bringing together hundreds of driven colleagues