Client Care Officer

Job description

About the role

As a Client Care Officer, you are the first point of contact for our customers and partners when they need technical assistance. You combine a strong customer-oriented mindset with technical problem-solving skills to provide efficient remote support. You will assist customers with questions, incidents and technical issues related to their security solutions, while ensuring a professional and high-quality customer experience.

What will you do? Provide first-line technical support to customers and partners by phone and in writing. Connect remotely to customer systems to analyse and resolve technical issues. Perform troubleshooting and identify the appropriate solution. Carry out remote technical and administrative interventions, such as system or code modifications. Handle customer requests, incidents and activations according to priority. Create, update and follow up tickets until resolution.

Escalate more complex issues to the appropriate technical team, ensuring that all relevant information is documented. Use internal procedures, FAQs and technical documentation to provide efficient solutions. Contribute to the achievement of Service Desk KPIs, including response times, ticket resolution times and customer satisfaction. Work closely with colleagues to ensure continuity and a high level of service.

Qualifications

Who are we looking for? You are someone who enjoys helping customers while solving technical problems. You are comfortable working with different systems and applications and remain calm and solution-oriented when dealing with incidents.

You have: A minimum upper secondary education diploma. Excellent communication skills in Dutch and French, both spoken and written. Basic knowledge of English. Strong computer skills and the ability to quickly learn new tools and platforms. A structured, accurate and solution-oriented way of working. Strong listening skills and empathy towards customers. A genuine interest in technology and security solutions. Experience in customer service or technical support is an advantage, but not mandatory.

Your strengths

Customer-oriented, helpful and eager to learn, you enjoy working as part of a team while being able to handle your responsibilities independently. Integrity, accuracy and a strong sense of service are essential in this role.