Customer Loyalty Team member III - Circle Customer Interactions – Ghent/LLN
GJA: 13
Your Role and Work Environment
At ING Belgium, customer satisfaction is our top priority, and it's a mission shared by Client Services. The Customer Loyalty Teams (CLT) strive to anticipate and exceed our customers' expectations daily. More than just standard customer service, we offer a unique experience, the ING Touch.
To join Client Services, it is essential to have the appropriate knowledge, skills, and attitude. Our 'Orange Culture' is at the heart of our approach. This means being passionate about customer service, fully assuming responsibilities, being innovative, constructive, working as a team, trusting colleagues, and prioritizing collective interest over personal interests.
Do you treat the customer like a close friend and providing an exceptional experience energizes you? Are you ready to join a dynamic team to innovate the banking sector by placing customer satisfaction at the center of our strategy?
Are you an enthusiastic person who proposes solutions to improve the customer experience and is only satisfied when the customer gets the best possible result? Do you want to guide and advise our customers?
If so, we have found the position for you
At Daily Banking Private Individuals, we are the point of contact for individual customers and answer all questions related to daily banking. Together, we handle end-to-end customer contacts.
Your Main Responsibilities
Responsibility in Customer Interactions:
Excel in customer satisfaction and continually exceed expectations
Answer customer questions and resolve their issues from A to Z, while identifying business opportunities
Ensure customer processes run smoothly
Provide remote advice to customers, mainly by phone and chat
Establish a privileged contact with customers and prospects
Collect feedback from customers and colleagues, and escalate it to improve the customer experience
Be an ambassador of ING to your customers, colleagues, and close ones
Promote digital solutions to customers and colleagues
Carefully encode customer contacts in systems
Consider current legislation and regulations
Take on all other challenges that come your way
Additional Responsibilities that may be added:
Monitor the progress of others' work and continuously provide feedback to optimize CLT's working methods
Provide feedback to colleagues on project progress and formulate action plans
Propose improvement ideas within the Circle
Perform quality checks
Remove blocking elements to ensure task progress
We are looking for
A colleague who is not afraid to take the plunge and achieve results, who is enthusiastic about helping others succeed, and who is always one step ahead. In other words, you strive to bring new ideas and accept challenges in a complex and rapidly evolving environment. You are someone who constantly collaborates with colleagues and listens to them to achieve common goals. You dislike the status quo and are committed to proposing creative solutions to problems.
As a Customer Loyalty Team Member, you must also:
Demonstrate a flexible attitude: you don't mind working during extended opening hours from 8 am to 10 pm (currently 8 am-6 pm) and, if necessary, on Saturdays from 9 am to 5 pm or lending a hand to another team
Have a commercial mindset and consider commercial results, customer orientation, and entrepreneurship
Have a digital mindset
Know how to analyze and solve problems
Achieve results even in difficult circumstances
Proactively seek new ways to develop yourself
Have autonomy and a sense of responsibility
Be ready to obtain the required certificates from the FMSA necessary for your activities
Be willing to learn what is necessary for your role
Bachelor's degree
Be able to communicate positively and have an impact
Speak: in addition to FR, knowledge of NL is required (European standard level B2). Additionally, speaking English and/or German is an advantage.
Writing: excellent command of the French language. You can manage conversations in English. Excellent typing skills You have good concentration ability and are naturally multitasking (up to three chats simultaneously)
We offer you
A clear objective, a unique offer, and a flexible remuneration package accompanied by other benefits:
Personal fulfillment and stimulating work with endless possibilities to achieve your ambitions
An informal and dynamic environment with innovative colleagues to support your initiatives
A progressive and flexible way of working where new ideas are preferred over conventional ones
An environment that offers great opportunities for personal development
Additionally, within the Daily Banking Private Individuals department, you can count on numerous opportunities to invest in your professional and personal development.