Customer Service Representative - Altares Dun & Bradstreet - Bruxelles Berchem-Sainte-Agathe

175 years of experience. 300 million companies. 4 former U.S. presidents. Fortune Top 500.

As you can see, we at Altares Dun & Bradstreet are good at figures. We work for 90% of the Fortune Top 500 companies and help them improve their performance through data and insights. You are wondering how, right? We manage the world's largest business information database, which includes information on more than 300 million companies worldwide. And we have been doing that for more than 175 years now.

Altares is under the ownership of Naxicap Partners. Together with our investors, we strive to more than double the size of our business in the years ahead, making this a very exciting time for us.

You want to contribute? Don’t hesitate, you are more than welcome to join our team!

Job Description

Call Centre or Helpdesk? At Altares, neither of these describe what Customer Service is about. You will be adding value and knowledge to the customer’s journey by managing a part of their experience.

The Customer Service Representative is the initial contact and 1st line support for our customers. The Customer Service Representative ensures that all incoming question are dealt with in a professional and timely manner, and that all communication is properly registered in our Case Management System (Salesforce).

You will manage the customer expectations and keep track of recurring issues on a high-level, with an aim to identify improvements to our services. Sometimes you may be involved in the setup of user accounts or providing documentation. But in general, we expect that you can advise customers on how to best interpret our data and use the various Altares D&B solutions. This is also a great opportunity for you to learn about this industry and possibly develop yourself into other roles within Altares!

Your success will be measured partly by the Customer Satisfaction Score (CSAT), which is send to our customers to evaluate their experience.

Overall, it is important to build a sustainable and mutually beneficial relationship between customers and our brand.

Main Responsibilities

• In your role, you are responsible for professional, efficient, and effective communication with all customers (verbally and written);
• You will handle and route inbound questions, by phone and e-mail, with the right sense of urgency;
• You escalate questions to the local 2nd line support teams or to the global member of the D&B World-Wide Network;
• You make sure to register all communication in our Case Management System (Salesforce);
• You manage and take ownership of questions/cases assigned to you, ensuring that customers are updated at each step and receive a response within the agreed SLA;
• You will perform various hands-on activities to ensure that customers can use our services (like setting up user accounts or providing documentation);
• And you will support some internal processes related to order processing, delivery of service, sale and revenue recognition.

Requirements & Profile

The characteristics and experiences, which the ideal candidate should demonstrate, include:

• Professional education (obtained through schooling or working experience);
• Proven communication skills (obtained in a customer service or similar environment);
• At least 2 years of work experience in a similar role;
• Being eager to learn. Customer Service means continuous learning and improvement as our products and services evolve, along with our customer’s expectations. Success does not stagnate;
• It should feel natural for you to go the extra mile to delight a customer, as this leaves a lasting positive impression of your personal service whether it is inside or outside of our company;
• Excellent communication skills in French, Dutch and English (on C-level). This is a strict requirement;
• Experience with using social media to support customers is a plus;
• And being in the office during our Customer Service hours from 08:30 to 17:00.

We expect you to:

• Listen and understand the question (be curious, inquisitive and understand your customers challenges);
• Deal with new situations (learning eagerness);
• Drive towards acceptable solutions for our customers;
• Show the right balance between empathy and professional “distance” (understand and handle the emotion you are sometimes faced with);
• Keep a good overview in a hectic situation;
• Communicate with various levels of our customers (data users, technical IT, and managers);
• Willingness to self-educate and self-development.

We offer

• Excellent payment conditions (depending on your experience);
• Lots of freedom;
• 25 days off;
• An interesting pension scheme;
• Working in a data inspired company;
• Fresh fruit every day;
• And a dynamic working environment near the centre of Brussels with a great team.

Already interested in the role of Customer Service Representative? Make sure to apply as soon as possible and don't forget to include a motivation letter!

If you have any question regarding this job opening, please let us know!

Altares Dun & Bradstreet does not accept unsolicited resumes from third-party recruiters.

Job Types: Full-time, Contract, Permanent

Experience:

• Call Center: 2 years (Preferred)
• Customer Service: 2 years (Required)

Language:

• English (Required)
• French (Required)
• Dutch (Required)

Work Remotely:

• No