Customer Service – 2nd Line Agent (FR & EN)

Your area of responsibility

Handling customer requests and complaints via direct email/telephone contacts (case handling)

The requests and cases can be, amongst others, related to:

  • On Board Unit questions overall
  • Operational issues – Mostly related to the Vending Machines
  • Account issues – Mostly related to the Road User Portal
  • Financial issues
  • Logistic issues
  • Collaborate and support the 1st line agents to resolve customer cases.

Your profile

  • Passion for Customer success!
  • Solution focused – proactive in finding solutions to customer and internal issues
  • Proficient in Microsoft Office (Excel, Word, Outlook) and eager to learn our internal software
  • Knowledge of customer service practices
  • Good knowledge of French and English and good verbal and written communication skills
  • Strong teamwork mentality - a true team player across all levels and teams within the organisation
  • Self-starter with a strong willingness to get things done under minimum supervision
  • Relentlessly high standards. You’re not satisfied with the status quo. You thrill in your accomplishments but know it’s about constantly striving to excel
  • You are well organised, with a strong sense of responsibility and initiative

Generic competencies

  • Ownership: Take full responsibility for assignments, activities, decisions, and results
  • Flexibility: Adapt your behaviour and approach to the situation and a changing environment
  • Drive: Actively commit to showing a positive attitude and getting the most out of every situation
  • Growth mindset: Take action to maintain your employability within the organisation. Eager to learn and develop own skills 
  • Collaboration: Contribute actively to a joint result or the resolution of a problem or conflict, even when the subject of collaboration is not directly in your interest
  • Customer focus & User-centric: Going the extra mile for the Customer (clients, other departments, or colleagues) but keeping the company’s interest in mind

Our offer

Satellic staff is characterised by drive, flexibility, and ownership. We encourage continuous growth and learning via internal and external training opportunities.

Customer delight, teamwork, respect, integrity, and going the extra mile reflect the values of our company.

In addition to working in a thriving and dynamic company, we offer a contract for an indeterminate period and a competitive salary package with extra-legal benefits like group and hospitalisation insurances, meal vouchers, etc.