A major Belgian financial services branch needs a junior commercial colleague to staff its front office in Leuven. This front office customer service role combines reception duties, phone handling and digital guidance of customers, with a focus on servicing appointments and commercial detection (lead qualification).
The mission
You will join the branch team to ensure smooth daily customer contact at the counter and by phone. The role supports routine servicing appointments, guides customers through online and mobile channels, and flags commercial opportunities to the local advisers. Typical activity includes greeting visitors, managing appointment flows, handling inbound and outbound calls, and recording customer interactions in the branch CRM.
In day-to-day terms your scope covers both face-to-face and remote contacts: executing servicing appointments booked in advance, proactively making and confirming appointments, performing initial commercial detection to qualify potential needs, and providing simple digital onboarding or guidance. The position is on site in Leuven, reports into the branch operations lead, and suits a candidate with at least one year of customer-facing or commercial experience.
Your responsibilities
- Welcome and register customers at the branch counter to ensure a consistent, professional reception experience
- Execute servicing appointments accurately, completing required forms and logging outcomes in the CRM
- Identify and qualify simple commercial opportunities during customer interactions and pass them to advisers
- Manage inbound and outbound telephone calls, resolve routine enquiries and arrange follow-up where needed
- Guide customers through digital channels and tools, helping them complete basic online tasks or bookings
- Proactively schedule and confirm customer appointments, maintaining the appointment calendar and daily workflow
Your profile
Essential skills
- Minimum 1 year of customer-facing or commercial experience in retail, service or branch environments
- Confident telephone skills and experience handling both inbound and outbound calls
- Comfortable using digital tools and a CRM to capture customer data and appointment details
- Customer-oriented, empathetic and solution-focused in face-to-face interactions
- Able to work independently, organise daily priorities and act with sufficient assertiveness to set appointments
Preferred skills
- Experience with scheduling tools, Microsoft Office and basic administrative processes
- Previous reception or welcome desk experience in a service environment
- Some exposure to lead qualification or commercial detection during customer conversations
Languages
- Dutch, B2 (good spoken, written and comprehension)
- English, B2 (good spoken, written and comprehension)
- French, A2 (basic)
Education
- Secondary education diploma or equivalent professional experience