Client support and service desk officer fr-lux-eng (m/f)

Sofitex Talent Recruitment Fort d'une expérience de plus de 30 ans dans les Ressources Humaines, Sofitex est un réseau international de Travail Temporaire et de Placement en CDI. Sofitex fonde sa dynamique et son succès sur le professionnalisme de ses équipes, sa forte réactivité et sa proximité.

Description du poste

For one of our client, a financial institution located in Luxembourg Howald, Sofitex Talent is currently looking for a

Client Support & Service Desk Officer Fr-Lux-Eng (M/F)

The Client Support & Service Desk Officer is responsible for managing all incoming communications (phone, tickets) from End-Clients, Clients, and external stakeholders.

The role focuses on ensuring efficient handling of client requests, production issues resolution, and continuous communication with internal teams (Operations, IT, Product, Management) to deliver high-quality support services.

Key Responsibilities

Call Handling & Client Interaction

* Act as the primary point of contact for all incoming calls (End-Clients, Clients, Suppliers, Partners)
* Understand and qualify end client & client issues, client requests
* Provide first-level support and immediate solutions when possible
* Ensure a professional, client-oriented, and solution-driven communication

Production Support & Ticket Management

• Create, manage, and follow up on tickets

• Ensure tickets are properly documented and categorized in the ticketing system (Jira)

• Follow up with internal teams (IT, Operations, Product...) until resolution

• Ensure end-to-end ownership of tickets from creation to production deployment

• Participate to the testing of the tickets whenever required

Client Communication & Follow-up

* Provide regular updates to clients regarding ticket status and progress

* Ensure transparency and proactive communication throughout the lifecycle of issues

* Manage escalations when necessary

Collaboration with Internal Teams

* Work closely with Operations, IT, and Product teams to resolve issues

* Facilitate communication between internal teams to resolve issues.

* Contribute to improving internal processes and service quality

Reporting & Monitoring

* Prepare and share regular reports on ticket status, trends, and performance
* Participate to the testing of the tickets whenever required
* Provide visibility to management on ongoing issues and risks


Profil recherché

* Minimum 3 years of experience in a service desk, client support, or similar role

* Fluent in Luxembourgish (mandatory), French (mandatory), English (mandatory), German (mandatory)

* Strong communication skills

* Excellent problem-solving and analytical skills

* Strong customer service mindset and proactive attitude

* Ability to manage multiple tasks and prioritize effectively

* Experience with ticketing tools (Jira) is a strong advantage

* Strong knowledge of Microsoft Office tools

* Excellent written and verbal communication skills

This is a great opportunity to start on a temporary contract, leading to a CDI. Start as soon as possible.

Salary: around 4000€ gross/month

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