Customer Service Assistant

JOB DESCRIPTION - ROLES AND RESPONSIBILITIES

Key Responsibilities

• Proactively contact notary offices by phone and email and guide them through the different steps of the BNN 2.0 process.
• Explain clearly what is expected from them and help them understand the next steps.
• Answer practical questions and ensure more technical questions are followed up with the appropriate people.
• Encourage offices to register and place their orders on time.
• Follow each office throughout the process: registration, quotation, outstanding information, order and installation.
• Proactively follow up when a quotation needs to be returned, information is missing or a case is not progressing.
• Keep a clear overview of all ongoing cases and their status in Excel.
• Identify which offices require action and take the initiative to contact them, without waiting for the project manager to tell you what to do.
• Coordinate with the BNN 2.0 project team and the external partners involved in the rollout.
• Flag recurring questions, issues and blockers to the project team.

We are looking for someone who enjoys getting things moving.

• have 2 to 3 years of relevant experience in customer support, service desk, project support or another coordination role involving regular customer contact and follow-up.
• are a strong communicator, customer-oriented and comfortable dealing with different types of interlocutors;
• are proactive, solution-oriented and comfortable following up by phone and email;
• know how to persuade and motivate others in a positive, professional way;
• work independently, take initiative and follow cases through to completion;
• are well organised, able to manage multiple cases and comfortable working with Excel;
• have a very good command of Dutch and French, both spoken and written, and a good working knowledge of English.

And the IT side?

You do not need to be an IT or network specialist.

You will nevertheless encounter topics such as internet connectivity and different connection technologies. An interest in IT or telecommunications and the ability to quickly understand new concepts will therefore help you feel comfortable in the role.

The BNN 2.0 project manager and project team will be there to support you with more complex questions.

Customer Information

Customer - Project Information

Project & Customer Support Coordinator – BNN 2.0

Your role

BNN 2.0 is an important project involving the migration of Belgian notary offices to a new, more secure network environment.

As Project & Customer Support Coordinator, you will help notary offices move through the different steps of this transition. Your role is not technically complex, but it is key to the success of the project: you make sure offices understand what they need to do, take the necessary actions and progress through the process.

You will be in regular contact with notaries, their employees and IT contacts. Some will have practical or technical questions, others will need additional explanation or simply a proactive reminder before taking the next step.

You will therefore combine customer contact, proactive follow-up and administrative coordination.

Skills:

• Communication
• Customer Service
• Excel-
• Office 365
• Project administration-
• Project Monitoring
• Project Support

Languages:

• Dutch-Level Full professional proficiency
• English-Level Professional working proficiency
• French-Level Full professional proficiency