About this role
We are currently looking for a motivated and driven Customer Care LRAO Officer under a permanent contract. Missions of the role • Help clients solve their problems quickly and easily: - Avoid repeated calls for a same issue. - Avoid transferring call and requesting client to repeat information. - Don't just resolve the current issue, head off the next one. - Suggest improvements for “support section” of web site. • Manage clients' request: - Order requests for production and test certificates. - Revocation, suspension, reactivation requests during office hours - All Re-Key requests Phases • Answer clients' questions (verbal and written) timely and clearly. - Guide customers through administrative and technical procedures. • Help CSD meet its Key Performance Indicators: available staff, client effort score, number of drop calls, waiting time, efficiency through reuse. • Use feedback from disgruntled or struggling clients to improve LuxTrust value proposition. - Write user centric technical documentation and guidelines. - Make suggestions and comments to improve offering and quality of service. • Closely and constructively collaborate with application providers' help desks. - Avoid ping-pong. - Propose joint “Client / CSD / HD” con-calls when deemed appropriate. • Help run acceptance test plans for user centric services. • Fill-in ticket for each call. • Ensure that CSD infrastructure is operational at all times. • Contribute to build LuxTrust image of “Excellence” and “Easy to do business with”: • Leverage internal resources when needed. • Escalate if, and when required. • Other duties as assigned: - Handling of “Courriers retournés” - Reporting of security incidents - Replacement of faulty devices Required skills: • Qualifications / diploma(s): High school diploma or equivalent experience. • Technical Competencies: Knows all required administrative and technical procedures. • Languages: French, Luxembourgish, German and English fluent. Dutch, Portuguese and/or Italian would be a great asset. • Specific skills: - Active listener. - Problem solver. - Able to build rapport. - Addresses challenges with a positive and constructive mindset. - Has strong verbal and written communication skills • Core competencies at LuxTrust: - Analytical mindset & decision making - Organizational fluency - Personal effectiveness - Results-driven - Client service mindset - Strategic vision - Leadership WHAT WE OFFER • A permanent contract based in Luxembourg • A competitive salary, in accordance with your education and experience. • Attractive benefits and advantages including an employee benefit plan, meal vouchers and additional holidays. • A healthy work-life balance including flex work arrangements. • An open and transparent career path. • Development and growth opportunities in a state-of-the art digital company. Our company is committed to fair recruitment, based on the skills of each candidate, regardless of gender nationality, sexual orientation, religion, or any other discriminatory criterion. Please note that in order to comply with our regulatory requirements an extract of the criminal record is requested upon entry into service.