CDD - Customer Service Officer

The Contact Centre, part of the Commercial Department, operates from Brussels and Ashford. It plays a key role as the customer's voice, significantly contributing to Eurostar's image.

In an increasingly competitive environment, the Contact Centre aims to create a preference for Eurostar by offering efficient, intuitive, and accessible digital self-service solutions, allowing customers to manage their requests autonomously. Simultaneously, the Contact Centre remains a dedicated human team, ready to assist customers with complex or personalized needs.

Beyond handling requests, the Contact Centre is committed to continuous improvement, focusing on evolving customer expectations. It manages information requests and complaints in real-time and retrospectively across all communication channels (phone, email, chat, and social media).

Your Role

As a Customer Service Officer, you will support customers before, during, and after their journey via various channels, primarily email, but also phone, chat, and social media. Upon arrival, you will undergo a comprehensive training program to quickly become autonomous.

Leveraging your experience, professional judgment, and ability to assess situations, you will propose adapted solutions, even in complex contexts. As a true ambassador, you will embody the company's values, represent the customer's voice internally, and actively contribute to continuous improvement and company projects.

Your Responsibilities

1. Customer Relations & Experience

• Accompany customers before, during, and after their trip across all channels (email, chat, phone, social media, mail).
• Provide clear, personalized responses aligned with company standards and values.
• Aim for complete resolution on the first contact (First Call Resolution).

2. Autonomy & Responsibility

• Analyze each situation autonomously and propose adapted solutions.
• Manage specific or sensitive cases (loyalty customers, priorities, fraud).
• Escalate complex situations when necessary, with full transparency.

3. Sales & Operational Management

• Handle ticket sales and after-sales support in writing and by phone.
• Adhere to rules for managing calls and written requests (quality, deadlines, encoding).
• Document each interaction to ensure a 360° customer view.

4. Quality, Compliance & Professionalism

• Rigorously apply service standards and GDPR rules.
• Respect commercial policies and Customer Service procedures.
• Ensure reliable, consistent, and secure communication.

5. Continuous Improvement & Team Spirit

• Be proactive in suggesting improvements for customer experience and service operations.
• Continuously develop skills through training, projects, and internal initiatives.
• Actively participate in the service's activities (meetings, information sharing, collaboration).