About LuxTrust
We are a multicultural and forward-thinking qualified Trust Services Provider based in Capellen, Luxembourg, with over 130 professionals and actively expanding our business internationally. We provide state-of-the-art on on-boarding, digital identities, strong authentication and security services, and qualified electronic signatures, all bundled into integrated digital documents & identity management solutions.
As a Trusted Partner, we prioritize building long-lasting relationships with our international clients and stakeholders, based on trust and integrity. We strive to be a Committed Partner, dedicating ourselves to delivering exceptional performance and showing steadfast commitment to make a positive impact. As a Visionary Scout, we are constantly seeking out new opportunities for growth and innovation, always staying ahead of the curve in our industry.
Join us in our mission to drive innovation and co-create a better future!
We are currently looking for a motivated and driven Customer Care Outbound & LRAO Officer (m/f/x) under a permanent contract.
Summary
Reporting to the Call Center Manager and working under the functional supervision of the Head of Customer Care, the Customer Care Outbound & LRAO Officer plays a key role in managing interactions with LuxTrust’s customers and partners. He or she handles incoming and outgoing calls, provides high-quality support, assists users with their requests and helps ensure compliance with regulatory requirements and internal procedures.
This position requires an excellent commitment to customer service, strong communication skills and a keen awareness of the compliance, security, and data protection issues that characterize LuxTrust’s business environment.
Missions of the role
* Help clients solve their problems quickly and easily:
- Achieve First Call Resolution to avoid repeated calls for the same issue.
- Avoid transferring calls and requesting clients to repeat information.
- Anticipate and address potential future issues during each interaction.
- Suggest improvements for the “support section” of the website.
* Manage clients’ requests:
- Process orders for production and test certificates.
- Handle revocation, suspension, reactivation, and all Re-Key requests during office hours.
- Guide clients through administrative and technical procedures.
* Answer clients’ questions (verbal and written) timely and clearly:
- Provide step-by-step assistance for administrative and technical procedures.
* Help meet Key Performance Indicators:
- Contribute to available staff, client effort score, number of dropped calls, waiting time, and efficiency through reuse.
* Use feedback from disgruntled or struggling clients to improve value proposition:
- Write user-centric technical documentation and guidelines.
- Make suggestions to improve service offering and quality.
* Collaborate constructively with application providers’ help desks:
- Avoid "ping-pong" between departments.
- Propose joint “Client / CSD / HD” conference calls when appropriate.
* Fill in a ticket for each call.
* Ensure that the infrastructure is operational at all times.
* Contribute to building the image of “Excellence” and “Easy to do business with”:
* Leverage internal resources when needed.
* Escalate issues if and when required.
* Other duties as assigned:
- Handle “Returned Mail” (courriers retournés).
- Report security incidents.
- Replace faulty devices.
Outbound-specific tasks:
- Execute outbound prospecting campaigns (calls, emails, lead generation)
- Lead and support prospecting activities
- Define and monitor KPIs (contact rate, conversion rate, lead quality, etc.)
- Analyze performance and identify improvement opportunities
- Work closely with the Sales team to ensure the relevance and quality of generated leads
- Actively participate in prospecting efforts
Required skills
* Qualifications / diploma(s): High school diploma or equivalent experience.
* Technical Competencies:
- Knows all required administrative and technical procedures.
- Proficiency in CRM and ticketing tools.
* Languages: French, Luxembourgish, German and English fluent. Any other spoken and written language is an asset.
* Specific skills:
- Active listener
- Problem solver
- Proven experience as a Customer Support Team Lead or similar supervisory role
- Excellent communication, interpersonal, and leadership skills
- Empathy: Understanding and addressing the needs of both customers and team members
- Manage reporting
- Ability to analyze data and metrics to drive performance improvements
- Ability to multitask, prioritize, and manage time effectively
- Addresses challenges with a positive and constructive mindset
- Strong oral 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 Capellen - Luxembourg
* A competitive salary, in accordance with your education and experience
* Attractive benefits and advantages including an employee benefit plan, a gym, meal vouchers and additional holidays
* A healthy work-life balance including flex work arrangements
* Parking spaces for all employees
* 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.