A major Belgian financial institution is strengthening its frontline operations to improve how retail customers get answers and transactions processed. This role sits on the customer operations team and focuses on day-to-day customer support, using MS Office and internal back-office systems to resolve queries and route cases accurately. The position requires strong customer service skills and technical experience with CRM and operational tools.
The mission
The customer operations team supports multiple product lines across the bank, taking responsibility for inbound customer contacts, transaction follow-up and case management. Work is performed through a mix of CRM, internal workflows and Microsoft Excel/Word, and the team ensures regulatory and quality controls are applied to every customer interaction.
On a typical day you will be the first point of contact for retail customers, answering questions in Dutch and French, logging case details in the CRM, and using MS Office to prepare correspondence or reports. You will work alongside operations colleagues and subject-matter specialists to resolve technical or product questions, escalate when needed, and contribute to small process improvement initiatives.
Your responsibilities
- Serve as the first point of contact for customers, providing clear, accurate answers in Dutch and French and good customer support in English.
- Resolve or route customer requests, using CRM and internal systems to update case records and ensure SLA targets are met.
- Document outcomes and produce simple Excel reports or Word letters to support case handling and quality reviews.
- Collaborate with operations, compliance and product teams to clarify technical issues and close cases independently when possible.
- Identify recurring issues and suggest practical process improvements to reduce repeat contacts and improve customer satisfaction.
- Maintain high quality and compliance standards when handling customer data and interactions.
Your profile
Essential skills
- Minimum 1 year of customer service or operations experience, handling inbound enquiries and casework.
- Demonstrable technical experience with CRM systems and strong proficiency in MS Office, especially Excel and Word.
- Practical business understanding of product lifecycles and basic transaction flows.
- Strong spoken and written communication in Dutch and French, able to handle formal customer correspondence.
- Customer-oriented, diplomatic and able to work independently under pressure with an analytical approach.
Preferred skills
- Familiarity or strong interest in finance and banking products, retail banking processes or payment operations.
Languages
- Dutch, C1 (strong spoken and written).
- French, C1 (strong spoken and written).
- English, B2 (good communication skills a plus).
Education
- Bachelor degree or equivalent experience in customer service or business operations.