Client Care Officer - Security Solutions Support

About the role

Securitas is looking for a Client Care Officer in Machelen. As the first point of contact for customers and partners, you provide efficient remote support for questions, incidents and technical issues related to their security solutions, combining a customer-oriented mindset with technical problem-solving skills.

Key responsibilities

• Provide first-line technical support by phone and in writing, and connect remotely to customer systems to analyse and resolve issues.
• Perform troubleshooting and carry out remote technical and administrative interventions such as system or code modifications.
• Handle requests, incidents and activations according to priority, and create, update and follow up tickets until resolution.
• Escalate complex issues to the appropriate technical team with all relevant information documented.
• Use internal procedures, FAQs and technical documentation to solve problems efficiently.
• Contribute to Service Desk KPIs such as response times, ticket resolution times and customer satisfaction.
• Work closely with colleagues to ensure continuity and a high level of service.

Required profile

• Minimum upper secondary education diploma.
• Excellent spoken and written Dutch and French; basic knowledge of English.
• Experience in customer service or technical support is an advantage but not mandatory.
• Customer-oriented, accurate, solution-oriented and able to work independently within a team.

Required skills

• Strong computer skills and ability to learn new tools quickly.
• Comfortable working with different systems and applications.
• Good listening skills and empathy towards customers.