Agent Digital Sales Support

Task Responsibilities

1. Digital Sales Operations Support

• Support the Digital Sales team with back-office and administrative tasks related to digital sales channels
• Review, validate, and process requests for new customer and user account creation
• Maintain accurate and up-to-date master data (customer accounts, user accounts, business rules)
• Monitor and analyze digital channel usage metrics and performance
• Identify, analyze, and clearly document customer issues for escalation to IT teams
• Escalate complex cases to appropriate departments or management when required

2. Customer & Internal Stakeholder Support

• Act as a primary contact for customer and internal (CV Sales Offices) inquiries related to digital channels
• Respond promptly to questions and requests from global stakeholders
• Provide Level 1 support (e.g., login issues, account creation problems) and escalate to service desk where needed
• Provide accurate information on products, services, and policies
• Resolve customer complaints efficiently, ensuring high customer satisfaction
• Document processes, procedures, and knowledge base articles to improve support efficiency

3. Product & Process Improvement Support

• Collect, analyze, and structure feedback from customers and internal users
• Propose improvements for digital platforms (UX, features, issue resolution)
• Support User Acceptance Testing (UAT) before deployment of new features

Essential Requirements

Education

• Bachelor's degree in Business Administration, Sales, Marketing, or a related field

Experience

• 2-4 years of experience in customer support, sales operations, digital channels, or similar role
• Experience working with CRM systems or digital platforms is a strong advantage

Skills & Competencies

• Strong customer service and communication skills (written and verbal)
• Analytical mindset with the ability to interpret data and usage metrics
• Attention to detail and strong organizational skills
• Problem-solving skills with a proactive approach
• Ability to manage multiple tasks and priorities in a fast-paced environment
• Basic understanding of digital platforms, user management, and support processes
• Experience with IT ticketing systems and collaboration with IT teams is a plus
• Proficiency in Microsoft Office tools (Excel, PowerPoint, etc.)

Languages

• Fluent in English (mandatory)
• Additional languages will be considered as an asset

Working Conditions

• Full-time position based in Luxembourg
• A Certificate of Good Conduct (Casier judiciaire, PolizeilichesFührungszeugnis) will be required in case of positive selection.