Customer Care Agent

As a Customer Care Agent in the Service Center, you will handle questions and/or problems from existing or potential customers and promote the services of our health insurance fund by telephone. 

Daily:  https://www.youtube.com/watch?v=_HarfQsasmM

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

• You answer incoming calls in compliance with quality criteria (both in terms of the content of the answers and in terms of relationships) by accompanying and reassuring customers; this is in order to contribute effectively to the proper functioning of the Service Center.

• You analyze customer requests according to their file and their needs.

• You are proactive during contacts and you are attentive to offering a personalized service by responding to customer requests.

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

• You will promote and advise on the mutual insurance company's offer in collaboration with the sales departments.

• You make sure to complete and update the customer's data. If necessary, you transfer the file for in-depth management to the dedicated services.

• Contacts are mainly made by phone (85% of the time) and it is possible to move to the "email" channel as soon as the necessary skills are mastered.

Your profile as a Customer Care Agent :

• You hold at least a CESS

• You have a bachelor's degree or equivalent by experience.

• You have experience in customer service, including the handling of complex materials (excluding simple sales) requiring prior training and the application of procedures.

• You communicate easily orally and in writing in impeccable French. 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 resistant to stress.

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

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

• You are motivated by the prospect of entering a comprehensive training plan with a complex subject.

• You like to work in a team in a quality work environment.

1. Phone Screening

2. Personality questionnaire and reasoning tests

3. Interview with the recruiter and the company

4. Let's get started! 🚀

Diversity, inclusion and equal opportunities are important to us. Candidates are therefore selected on the basis of their qualities and skills, without distinction of age, religion, origin, disability, sex or gender.

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