CLIENT SERVICES OFFICER - DUTCH MARKET

THE JOB:
Working as part of a team the role of Client Services Officer consists of handling all types of customer queries (telephone, fax, letter and email) to achieve the following key objectives:
• ensure a timely, quality and pro-active service delivery through close liaison with all departments including Back-office and Client Relationship Managers (CRM)
• help retain existing customers, by researching and resolving queries in a professional, timely and reliable manner, in accordance with internal service standards, and in agreed daily resolution rates and quality standards

Your key accountabilities
• Provide efficient support to the Market Specific Expert (MSE) and Client Relationship Manager (CRM) when necessary
• Demonstrate diplomacy / tolerance and interact with customers in a way that proves genuine respect
• Take ownership and responsibility of business critical issues (i.e. internal/external clients) and seek best solutions in all respects
• Respond to key customer complaints and queries within the recommended timeframes
• Liaise and coordinate with different departments/sources both within and outside the organization.
• Participate in various global projects with the B2B Governance & Supervision team
• Analyse clients' working procedures and identify areas for improvements
• Escalate risk issues where appropriate

Related Tasks:
• Develop, maintain and update, as necessary, a complete understanding of the products, services, distribution channels, procedures and systems
• Maintain and increase knowledge of the mutual fund business
• Build a comprehensive knowledge of Legal and Compliance regulations determining and influencing the development and opportunities of the mutual funds distributed out of Luxembourg.
• Provide constructive feedback to Management wherever possible to further improve existing services
• Show creativity in solving issues & encourage continuous improvement through the development of new processes and procedures

THE CANDIDATE PROFILE:
• Dutch native speaker
• Fluent spoken/written English and French and/or German, any other Western European language would be an advantage
• 1 year relevant industry experience working for a Fund Management organization
• Excellent organisation, communication and presentation skills
• Proven analytical skills - ability to extract, analyze and assimilate information and find solutions when data resources are limited
• Ability to work on own initiative and under pressure as a team
• Excellent PC skills
• Flexibility to work in a multicultural, changing environment
• Professional and service-orientated attitude

THE CLIENT:
Our Client is an International Financial Services Company, the role is based in Luxembourg.
Contact Information:
Marielle Vanwaarbeek
Apply
DO Recruitment Advisors
jobs@dorecruit.com