The organisation is a financial services provider operating within the Belgian banking sector, running an operations team that supports retail and SME customers. This role exists to handle day-to-day customer contacts and transactional enquiries, combining customer service skills with technical experience and strong MS Office ability. The position is a junior operations officer role focused on customer-facing operations in banking and requires clear written and spoken Dutch and French.
The mission
The team manages incoming customer requests across email, phone and a central ticketing/CRM system, processing account-related enquiries, simple payments and information requests for tens of thousands of retail customers. Technology in use includes a CRM/ticketing tool and Microsoft Office (Excel and Outlook) for reporting and follow-up, and the team works to SLA targets with a focus on accuracy and regulatory compliance.
As a junior operations officer you will be the first point of contact for customers, diagnosing routine issues, providing correct answers, and escalating technical or regulatory cases to specialists. Daily work includes logging interactions in the CRM, preparing short management reports in Excel, following scripted procedures for transactional tasks, and collaborating with colleagues in operations and compliance to close tickets within agreed SLAs.
Your responsibilities
- Manage inbound customer contacts, delivering clear, accurate answers and resolving first-contact issues where possible
- Resolve transactional enquiries and follow procedures to process routine account actions with attention to compliance and quality
- Escalate technical or non-routine cases to subject-matter teams and ensure handovers include full documentation
- Maintain accurate records in the CRM and produce regular Excel reports to track workload and SLA performance
- Contribute to small process improvements by identifying recurring issues and proposing corrective actions
Your profile
Essential skills
- Minimum 1 year of customer service experience, preferably in a business or operations function
- Practical technical experience with business applications, and confidence using a CRM or ticketing system
- Proficient with MS Office, especially Excel and Outlook, for data entry and basic reporting
- Strong spoken and written communication skills in Dutch and French, able to handle customer conversations and written replies
- Customer-oriented with a diplomatic approach, quality-minded and able to work independently under pressure
Preferred skills
- Familiarity with finance and banking products, or previous experience in a bank or financial services environment
- Experience contributing to operational improvements or working with compliance processes
Languages
- Dutch: C1
- French: C1
- English: B2
Education
- Bachelor degree or equivalent professional experience in customer service or a related field