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