Customer Care Agent

As a Customer Care Agent within the Service Center, you handle questions and/or issues from existing or potential customers while promoting our mutual health fund's offerings, primarily by phone. 

On a daily basis: 

• You are the point of contact for customers (existing or potential).

• אתה... You answer incoming calls while meeting quality standards (in terms of both response content and interpersonal skills), supporting and reassuring customers in order to effectively contribute to the smooth operation of the Service Center.

• You analyze customer requests based on their file and needs.

• You are proactive during interactions and attentive to offering personalized service by responding to customer demands.

• You guide the customer through various internal and external digital channels (MyPartenamut account, mobile app, website) and help them become autonomous.

• You promote and advise on the mutual health fund's offerings in collaboration with the sales departments.

• You ensure that you complete and update customer data. Where applicable, you transfer the file to dedicated departments for in-depth handling.

• Contacts are predominantly by phone (85% of the time), with a possible progression to the "email" channel once the necessary skills are mastered.

• You hold at least a secondary school diploma (CESS).

• You have experience in customer service, including handling complex matters (beyond simple sales) that require prior training and the application of procedures.

• You communicate easily both orally and in writing in impeccable French. A knowledge of Dutch and/or English (B2 – C1) is a real asset.

• You are comfortable with a high volume of calls (≈50+ calls/day) and are stress-resistant.

• You have previously worked with performance indicators (KPIs) such as quality, handling time, or customer satisfaction. You are proactive and customer-oriented.

• You have an affinity for digital tools and are able to manage multiple tools simultaneously (CRM, internal applications) while maintaining smooth interaction with the customer.

• You are motivated by the prospect of entering a comprehensive training program covering complex subject matter.

• You enjoy working in a team within a quality work environment.

1. Telephone screening

2. Personality questionnaire and reasoning tests

3. Interview with the recruiter and the company

4. Let's go! 🚀

For us, diversity, inclusion, and equal opportunities are important. Candidates are therefore selected based on their qualities and skills, without distinction of age, religion, origin, disability, sex, or gender.

Do you have a disability, a learning disorder, or an illness, and would you like to benefit from reasonable accommodations as part of the selection process? Mention it in your application. Conditions will be adapted as best as possible so that you can present yourself under the best circumstances.