Responsibilities:

• Respond professionally and thoroughly via email or chat to clients, ensuring an outstanding support experience
• Assess each case to determine whether it can be resolved independently or needs to be escalated to a specialized department for further handling.
• Contribute actively to achieving team and individual performance targets set by leadership, supporting overall operational goals.
• Remain open to constructive feedback and adhere to agreed-upon action plans designed to enhance personal and team performance.
• Conduct initial diagnostics and document platform-related technical anomalies, escalating them in line with standard incident reporting workflows.
• Work flexible shifts as part of a 24/7 support structure, collaborating across different time zones and teams to maintain consistent coverage.

Requirements:

• Proficiency in French or Dutch with strong verbal and written communication skills in each.
• Proficiency in English, both verbal and written
• Prior experience in customer-facing roles
• Confident in using digital tools, including Microsoft Office (Word, Excel, Outlook) and other online communication platforms.
• Skilled in composing clear and professional messages, with ease in navigating helpdesk and ticketing systems.
• Strong focus on customer experience, with a naturally empathetic and tactful approach to resolving issues and ensuring user satisfaction.