Administrative Support Officer (Ref 1371ISAB)

1. Context of the mission

We are actively searching a customer support officer for our division Remote Channels. This unit provides support for setting up electronic banking contracts to the commercial network on one hand and assistance in Isabel systems use to our customers on the other hand.

2. Period mission

Start Date: ASAP Duration: 1 year with possible extension.

3. Language requirement

French and Dutch

4. Localisation of the job

Brussels

1

5. Required knowledge and experience

Required level and content of education	Min. bachelor degree
Personal skills
Mandatory:	Analytical + communication skills.
	Oriented towards customer service and
	regular contacts with clients
Preferable:
Business experience required
Mandatory:	1 year experience in a customer support
	environment
Preferable:
Technical experience required
Mandatory:	Fluent in windows applications and internet
	use
	Functional knowledge of payment systems
	(mandatory knowledge of operational banking
	applications)
	Experience on administrative tasks: contract
	management
Preferable:	Experience with incident management tools
Functional experience required
Mandatory:
Preferable:	Knowledge of Isabel applications (operational
	bank related issues)

6. Objective of the job

You are the contact person for internal and external customers in dealing with issues, complaints or requests related to the contracts or bank-wise issues due to the use of electronic banking channel Isabel. These issues concern banking applications, not the operational systems that underlie them. The position requires a technico-commercial profile in the way the candidate can project to himself the customer’s requirements and through an accurate problem analysis can come up with an efficient solution. The scope of this position and reaches out beyond the scope of a helpdesk officer level position.

Key-tasks: -setting up contractual documents related to Isabel applications -handling of calls, e-mails, faxes from the customers -using of contact- and incident management tool for logging and follow-up of activities and incidents -reporting to the team leader