Merchant Service Consultant at Suncorp Bank delivering customer support through incoming calls. Flexible working arrangements in a supportive Business Banking team environment.
About the role
- Application Support Consultant managing client requests and diagnosing issues in the automotive industry's software solutions. Collaborating globally to improve support processes and client satisfaction.
Responsibilities
- Client Request Management: Handle first / second-level client requests when needed, in line with management protocols.
- Communicate directly with clients or partners via ticketing system, email or phone regarding responses or progress on actions taken.
- Log client requests and their resolutions clearly and accurately in the internal system, following established procedures.
- Issue Diagnosis & Resolution: Analyze and diagnose issues, draft bug reports, and create action plans to resolve identified problems.
- Document and escalate bugs to development teams for resolution.
- Monitor the availability of fixes, validate them according to established processes, and ensure proper resolution is communicated to clients or partners.
- Identify urgent issues and proactively alert a supervisor in case of potential dissatisfaction.
- Process Improvement & Knowledge Sharing: Detect recurring issues and suggest collective actions or corrective measures.
- Provide necessary technical information to internal teams and partners.
- Write documentation, FAQs, and client newsletters based on support feedback and relevant topics.
- Contribute to the growth of the support knowledge base.
Requirements
- Experience: Customer Support within IT, preferably in the automotive industry.
- Languages: Fluent in Dutch at least B2 in English. Other European language is a strong plus.
- Communication: Strong communication skills, both verbal and written.
- Technical Skills: Good IT knowledge.
- Interpersonal Skills: Quick comprehension and analytical thinking.
- Strong ability to build and maintain excellent client relationships.
- Effective communication and reassurance skills.
- Proactive alerting and escalation capabilities.
- Strong organizational skills.
- Ability to share knowledge and learn new skills.
- Ability to synthesize information effectively.
Benefits
- Remote Work: Up to 3 days a week!
- Work-life balance: We have flexible entrance and departure time.
- Summer schedule on Fridays: Start early your weekends!
- Referral Bonus: €1500 for every talent you refer (after 6 months).
- Flexible Remuneration: COBEE platform.
- Private Medical Insurance: Adeslas.
- Continuous Learning: Access to our internal platform for continuous development.
- Vacation: 23 vacation days plus an intensive schedule in July and August.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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