Customer Care Backoffice Executive
About Monizze
Monizze is on a mission to help employers support the well-being and engagement of their people.
From our roots in electronic meal, eco, and gift vouchers, we’ve evolved into a comprehensive Reward Management System, offering smart, flexible, and human-centered salary solutions.
We are looking for a Customer Care Back Office Executive to execute and follow up on administrative and operational tasks that support the Customer Care team. The primary focus is on accurate administrative tasks like for example order handling, card creation, and ensuring a correct and complete onboarding process for new merchants. The role involves resolving pending issues and maintaining smooth and efficient backend processes.
Your advantages first
💪 Your purchasing power is optimized – the motto is true for clients & employees
🌴 30 days off per year: 20 legal holidays + 6 ADV/RTT + 4 Monidayzz
🚙 A mobility budget
🏠 Homeworking flexibility with days of remote work and a monthly allowance to make it comfy
🌍 Work from abroad up to 4 weeks a year (after 6 months @ Monizze)
🧇 Belgian roots, mindset & attitude: a cool and informal atmosphere – one of the best things since waffles
🚀 Disrupting and innovative: we digitalized the market and keep pushing innovation in every aspect
🧠 Your growth is our growth: unlimited learning opportunities (languages, personal growth, hard skills,...)
👪 Your health and your family's health is covered by our hospitalization insurance
✨ Internal mobility is regularly an option for anyone looking to evolve or change jobs or departments
🏠 Homeworking opportunities and overall flexibility
🧳 A yearly trip with all your colleagues to celebrate our achievements
➕ We do much more for our employees, but we needed space to describe the job! We'd love to tell you about it though, so ask us!
This role is essential to ensure a seamless and high-quality customer experience by guaranteeing that all backend processes are handled accurately, efficiently, and on time. By supporting the Customer Care team with strong administrative execution and operational follow-up, the customer care back office executive plays a key role in reducing errors, accelerating processing times, and resolving issues before they impact customers. The position offers the opportunity to work at the heart of operations, contribute to process improvements, support new products and merchant growth, and have a direct impact on customer satisfaction and business performance within a dynamic and customer-obsessed environment.
What You’ll Do
Order handling
Process, review, and validate incoming orders
Monitor order statuses and ensure timely completion within defined deadlines
Correct errors or missing information in order workflows
Communicate with internal teams when discrepancies or exceptions arise
Card creation
Create and activate new cards according to established procedures
Verify customer or merchant data and required documentation before issuing cards
Ensure timely delivery or digital provisioning of cards
Report and document any delays, errors, or recurring issues
Merchant onboarding
Execute the full onboarding process for new merchants
Verify required documentation
Input and update merchant data accurately in internal systems
Ensure all services, products, and accounts are activated correctly
Follow up on incomplete files and ensure onboarding is finalized in time
Backoffice support & administration
Manage administrative follow-up tasks arising from Customer Care interactions
Analyse issues/complaints to give our customers the best solution
Collaborate closely with IT, Operations, and Sales to improve in your field (Processes linked to AHT and ART)
Rewardflex request follow-up new product
Manage and monitor incoming requests related to the product
Validate request eligibility and required documents
Ensure accurate processing and timely follow-up
Track unresolved cases and ensure they are closed within SLA targets
Report recurring issues or improvement opportunities
What You’ll Bring
Must-Haves:
Comfortable working with digital tools and SaaS environments
Fluent in Dutch and French (knowledge of English is a plus)
Strong service mindset and customer orientation
Problem-solving abilities
Ability to multitask and manage priorities effectively
Analytical skills able to understand and solve issues with excellence
Nice-to-Haves:
Experience in Customer Care, Back office, Administration, or Operations is an advantage
Experience with CRM, ticketing, or administrative systems is an advantage