Luxembourg Job Openings
LuxTrust
Customer Care LRAO Officer (m/f)
Capellen
August 14, 2024
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Help clients solve their problems quickly and easily.
- Avoid repeated calls for a same issue.
- Avoid transferring call and requesting client to repeat information.
- Do not just resolve the current issue, head off the next one.
- Suggest improvements for “support section” of web site.
-
Manage clients’ requests:
- Order requests for production and test certificates.
- Revocation, suspension, reactivation requests during office hours.
- All Re-Key requests Phases
-
Answer clients’ questions (verbal and written) timely and clearly.
- Guide customers through administrative and technical procedures.
-
Help CSD meet its Key Performance Indicators:
- Available staff.
- Client effort score.
- Number of drop calls.
- Waiting time.
- Efficiency through reuse.
-
Use feedback from disgruntled or struggling clients to improve Lux Trust value proposition.
- Write user centric technical documentation and guidelines.
- Make suggestions and comments to improve offering and quality of service.
-
Closely and constructively, collaborate with application providers’ help desks.
- Avoid ping-pong.
- Propose joint “Client / CSD / HD” con-calls when deemed appropriate.
- Help run acceptance test plans for user centric services.
- Fill-in ticket for each call.
- Ensure that CSD infrastructure is operational at all times.
- Contribute to building Lux Trust's image of “Excellence” and “Easy to do business with”.
- Leverage internal resources when needed.
- Escalate if, and when required.
-
Other duties as assigned:
- Handling of returned mail.
- Reporting of security incidents.
- Replacement of faulty devices
- Bac
-
Behaves like:
- an active listener.
- a problem solver.
- Is able to create reports
- Addresses challenges with a positive and constructive mindset.
- Has strong verbal and written communication skills.
- Knows all required administrative and technical procedures.
- Masters 4 languages (FR-EN-LU-DE).
- Advantage by knowledge of other languages : NL, PT, IT, etc.
- Advantage by basic knowledge in IT.
Interested candidates are invited to send their application along with a CV by e-mail to: jobs@luxtrust.lu
Our company is committed to fair recruitment, based on the skills of each candidate, regardless of gender, nationality, sexual orientation, religion or any other discriminatory criterion.
Please note that in order to comply with our regulatory requirements an extract of the criminal record is requested upon entry into service.
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