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 insurance company's offering, exclusively by phone. 

On a daily basis:

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

• You answer incoming calls while respecting quality criteria (both in terms of the content of the answers and the relational aspect), 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 their needs.

• You are proactive during contacts and 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 app, website) and help them become autonomous.

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

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

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

• You hold a high school diploma (CESS) at minimum 

• You hold a bachelor's degree or equivalent through experience.

• You have experience in customer service, including handling complex matters (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 stress-resistant.

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

• You have an affinity with digital technology and are capable of managing multiple tools simultaneously (CRM, internal applications) while maintaining fluid interaction with the customer.

• You are motivated by the prospect of entering a comprehensive training plan involving 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 procedure? Mention it in your application. The conditions will be adapted as best as possible so that you can present yourself under the best circumstances.