Customer Success Advisor

At Pluxee, we shape the world of employee benefits and engagement by bringing to life a personalized and sustainable employee experience, at work and beyond.

Job Description:

YOUR NEXT CHALLENGE

Customer Query Handling and First-Level Support

• Handle incoming customer queries through phone, email, chat, social channels or other service channels in both French and English, in line with defined procedures and service standards.
• Provide clear, accurate and helpful information on Pluxee products, services, platforms, cards, accounts, transactions, orders and common usage questions.
• Guide customers step by step on how to use available tools, self-service options, digital platforms and support channels.
• Troubleshoot common issues using available knowledge articles, internal procedures and approved resolution paths.
• Adapt your communication style and language to the customer while maintaining a clear, simple and professional approach.
• Ensure each interaction is handled with professionalism, patience, empathy and respect, including in difficult or repetitive situations.

Case Management and Escalation

• Identify the nature of each request and apply the appropriate resolution process based on the customer’s need, urgency and complexity.
• Resolve standard first-level requests independently once the required knowledge and training have been acquired.
• Escalate complex, sensitive, technical, financial or unresolved cases to the appropriate team following defined escalation procedures.
• Provide complete and accurate information when escalating cases to support efficient follow-up and avoid unnecessary delays for the customer.
• Track open cases within the assigned scope and follow up when required according to service procedures.
• Inform customers clearly about next steps, expected timelines and available support options when a case cannot be resolved immediately.
  

CRM Documentation and Data Quality

• Document customer interactions accurately and consistently in the CRM system or relevant case management tool.
• Record customer details, request type, actions taken, resolution status, escalation notes and follow-up requirements in line with internal standards.
• Ensure information entered in the system is complete and reliable to support reporting, quality monitoring and future customer interactions.
• Use customer history and available records to understand the context of the request and provide an efficient service experience.
• Follow internal documentation standards to support operational continuity and collaboration across Customer Care teams.

Service Quality and Customer Experience

• Work towards defined service standards, including response time, first-contact resolution, handling quality, case accuracy and customer satisfaction.
• Follow approved procedures and knowledge resources while adapting communication to the customer’s situation and level of understanding.
• Communicate clearly, confidently and professionally with customers in both French and English, verbally and in writing.
• Contribute to a positive customer experience by providing simple explanations, clear guidance and timely support.
• Apply feedback from quality reviews, coaching sessions and customer satisfaction results to continuously improve.
• Alert the team leader or relevant colleagues when recurring issues, unclear procedures or customer pain points are identified.
  

Learning, Development, Teamwork and Compliance

• Participate actively in training, coaching and knowledge sessions to progressively build expertise in Pluxee products, services, tools and Customer Care standards.
• Demonstrate curiosity, learning agility and a willingness to continuously develop new skills.
• Develop greater autonomy and ownership of customer requests as knowledge and experience grow.
• Build transferable customer service, communication, problem-solving and digital skills that can support future career development within Pluxee.
• Develop confidence in handling customer interactions in both French and English.
• Be open to continuous learning, feedback, coaching and new responsibilities.
• Take an active role in personal development, with the ambition to progressively grow into broader or more advanced responsibilities within Pluxee.
• Contribute to a respectful and supportive team environment by sharing learnings, asking for help when needed and supporting colleagues during daily operations.
• Follow company policies, data protection rules, confidentiality requirements and security procedures during every customer interaction.
• Handle customer information responsibly and only use data for legitimate service purposes.
  

YOU ARE A MATCH IF...

Education

• A Bachelor’s degree or equivalent qualification is required.
• You are a recent graduate or at the beginning of your professional career.
• The field of study is less important than your mindset, motivation, learning agility and customer orientation.
• You are looking for an opportunity where you can develop your professional skills, progressively build greater autonomy and grow within Pluxee.
  

Work Experience

• 0–2 years of professional experience.
• First experience in customer service, retail, hospitality, a contact centre, a student job, internship or another customer-facing environment is an advantage.
• We value attitude, learning ability, reliability and customer orientation alongside previous experience.
• You are motivated to start your career in Customer Care and use the experience as an opportunity to learn, develop and progressively take on broader responsibilities within Pluxee.
  

Skills

• Strong customer and service mindset with a genuine willingness to help.
• Clear, friendly and professional verbal and written communication skills.
• Ability to communicate confidently with customers in both French and English.
• Comfortable using digital tools and interested in learning new systems, including CRM solutions such as Salesforce.
• Curious, proactive and eager to learn.
• Strong learning agility and the ability to progressively assimilate new products, processes and tools.
• Able to listen, understand a customer’s situation and explain solutions in a simple and accessible way.
• Reliable, organised and comfortable working as part of a team.
• Open to feedback and coaching and motivated to continuously develop professionally.
• Comfortable asking for support when faced with a situation outside your knowledge or level of responsibility.
• Interested in progressively developing greater ownership and autonomy.
  

Languages

• Fluency in both French and English is required for this Luxembourg-based role.
• Strong verbal and written communication skills in both languages are essential, as the role involves direct customer interactions as well as collaboration within Pluxee’s international environment.
• Knowledge of Luxembourgish and/or German is a strong asset, reflecting Luxembourg’s multilingual environment.

Working Conditions

• Hybrid working environment in line with local Pluxee policies.
• Collaboration with local teams and, where relevant, regional or global stakeholders.
• Regular customer interaction through different communication channels.
  

Competencies

Customer Interaction

Ability to listen to customers, understand standard requests and provide friendly, clear and helpful first-level support in French and English.

Learning Agility

Demonstrates curiosity, a positive learning mindset and the ability to progressively build knowledge of Pluxee products, processes, tools and service standards.

System Navigation

Ability and willingness to learn how to use CRM tools, knowledge bases and other digital solutions required for daily customer interactions.

Problem Identification

Recognises standard customer issues, knows how to apply available solutions and understands when an issue requires support or escalation.

Service Etiquette

Communicates with customers in a professional, respectful, empathetic and solution-oriented manner, adapting communication to the customer and situation.

Documentation Accuracy

Ensures customer information, actions taken and case notes are recorded clearly, accurately and consistently.

Communication

Communicates clearly and confidently, both verbally and in writing, in French and English, and is able to explain information in a simple and customer-friendly way.

Growth Mindset

Demonstrates a genuine willingness to learn, welcomes coaching and feedback, and actively develops new skills and capabilities with the objective of progressing within Pluxee.

Teamwork

Works collaboratively, supports colleagues, asks questions when needed and contributes positively to the team environment.

Why join Pluxee?

Join an inclusive team

Work at the heart of the community alongside 5,000 experts across 29 countries - we embrace diversity and value uniqueness, fostering a workplace where everyone can thrive.

Turn inspiration into possibility

Get space to try new ideas, experiment and move the world of work forward as you bring new digital experiences - and moments of connection - to millions of people.

Make a positive impact

Touch millions of lives and create meaningful change for people and the world we share, supporting our commitments to diversity, sustainability, and local economies.

Grow with us

Get support you need to take meaningful steps in your career, whether you're performing your work/life balance or learning new skills.