{"id":3021383,"url":"https://alion.io/job/pluxee-customer-success-advisor","title":"Customer Success Advisor","company":{"id":1925233,"name":"Pluxee","domain":"pluxeegroup.com","url":"https://alion.io/company/pluxeegroup","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":82,"open_postings":31,"ghost_share":0,"stale_share":0.71,"repost_share":0,"time_to_fill_p50_days":47,"computed_at":"2026-11-08T05:47:12Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bertrange, Luxembourg"],"countries":["LU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":34000,"max_usd":71000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":2087},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-10-19T00:00:00Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-11-08T17:04:33Z","board_verified":true,"closed_at":null,"days_open":21,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":21},"description":"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.\nPermanent RegularJob Description:\nThe Customer Care Advisor - Junior is an entry-level role within Pluxee’s Care function, designed for a recent graduate with a Bachelor’s degree or equivalent qualification who is looking to start their professional career and grow within Pluxee.The role is responsible for providing prompt, accurate and empathetic support to clients and consumers across multiple service channels, in both French and English. With a strong focus on learning, customer orientation and service quality, the Junior Advisor plays an important role in delivering a positive customer experience and representing Pluxee’s brand promise.\nWe are primarily looking for someone with the right mindset, strong communication skills in both French and English, a genuine willingness to help customers and, above all, the motivation and potential to learn and develop.\nThis role is designed as an entry point into Pluxee. Through structured training, coaching and hands-on experience, the objective is to progressively upskill the Junior Advisor, develop greater knowledge and autonomy, and create opportunities for future growth within the company.\nThe Junior Advisor works with the support and guidance of team leaders and more experienced colleagues while progressively taking greater ownership of customer requests.\nYOUR NEXT CHALLENGE\n\nCustomer Query Handling and First-Level Support\nHandle 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.\nProvide clear, accurate and helpful information on Pluxee products, services, platforms, cards, accounts, transactions, orders and common usage questions.\nGuide customers step by step on how to use available tools, self-service options, digital platforms and support channels.\nTroubleshoot common issues using available knowledge articles, internal procedures and approved resolution paths.\nAdapt your communication style and language to the customer while maintaining a clear, simple and professional approach.\nEnsure each interaction is handled with professionalism, patience, empathy and respect, including in difficult or repetitive situations.\nCase Management and Escalation\nIdentify the nature of each request and apply the appropriate resolution process based on the customer’s need, urgency and complexity.\nResolve standard first-level requests independently once the required knowledge and training have been acquired.\nEscalate complex, sensitive, technical, financial or unresolved cases to the appropriate team following defined escalation procedures.\nProvide complete and accurate information when escalating cases to support efficient follow-up and avoid unnecessary delays for the customer.\nTrack open cases within the assigned scope and follow up when required according to service procedures.\nInform customers clearly about next steps, expected timelines and available support options when a case cannot be resolved immediately.\nCRM Documentation and Data Quality\nDocument customer interactions accurately and consistently in the CRM system or relevant case management tool.\nRecord customer details, request type, actions taken, resolution status, escalation notes and follow-up requirements in line with internal standards.\nEnsure information entered in the system is complete and reliable to support reporting, quality monitoring and future customer interactions.\nUse customer history and available records to understand the context of the request and provide an efficient service experience.\nFollow internal documentation standards to support operational continuity and collaboration across Customer Care teams.\nService Quality and Customer Experience\nWork towards defined service standards, including response time, first-contact resolution, handling quality, case accuracy and customer satisfaction.\nFollow approved procedures and knowledge resources while adapting communication to the customer’s situation and level of understanding.\nCommunicate clearly, confidently and professionally with customers in both French and English, verbally and in writing.\nContribute to a positive customer experience by providing simple explanations, clear guidance and timely support.\nApply feedback from quality reviews, coaching sessions and customer satisfaction results to continuously improve.\nAlert the team leader or relevant colleagues when recurring issues, unclear procedures or customer pain points are identified.\nLearning, Development, Teamwork and Compliance\nParticipate actively in training, coaching and knowledge sessions to progressively build expertise in Pluxee products, services, tools and Customer Care standards.\nDemonstrate curiosity, learning agility and a willingness to continuously develop new skills.\nDevelop greater autonomy and ownership of customer requests as knowledge and experience grow.\nBuild transferable customer service, communication, problem-solving and digital skills that can support future career development within Pluxee.\nDevelop confidence in handling customer interactions in both French and English.\nBe open to continuous learning, feedback, coaching and new responsibilities.\nTake an active role in personal development, with the ambition to progressively grow into broader or more advanced responsibilities within Pluxee.\nContribute to a respectful and supportive team environment by sharing learnings, asking for help when needed and supporting colleagues during daily operations.\nFollow company policies, data protection rules, confidentiality requirements and security procedures during every customer interaction.\nHandle customer information responsibly and only use data for legitimate service purposes.\nYOU ARE A MATCH IF...\nEducation\nA Bachelor’s degree or equivalent qualification is required.\nYou are a recent graduate or at the beginning of your professional career.\nThe field of study is less important than your mindset, motivation, learning agility and customer orientation.\nYou are looking for an opportunity where you can develop your professional skills, progressively build greater autonomy and grow within Pluxee.\nWork Experience\n0-2 years of professional experience.\nFirst experience in customer service, retail, hospitality, a contact centre, a student job, internship or another customer-facing environment is an advantage.\nWe value attitude, learning ability, reliability and customer orientation alongside previous experience.\nYou 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.\nSkills\nStrong customer and service mindset with a genuine willingness to help.\nClear, friendly and professional verbal and written communication skills.\nAbility to communicate confidently with customers in both French and English.\nComfortable using digital tools and interested in learning new systems, including CRM solutions such as Salesforce.\nCurious, proactive and eager to learn.\nStrong learning agility and the ability to progressively assimilate new products, processes and tools.\nAble to listen, understand a customer’s situation and explain solutions in a simple and accessible way.\nReliable, organised and comfortable working as part of a team.\nOpen to feedback and coaching and motivated to continuously develop professionally.\nComfortable asking for support when faced with a situation outside your knowledge or level of responsibility.\nInterested in progressively developing greater ownership and autonomy.\nLanguages\nFluency in both French and English is required for this Luxembourg-based role.\nStrong 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.\nKnowledge of Luxembourgish and/or German is a strong asset, reflecting Luxembourg’s multilingual environment.\nWorking Conditions\nHybrid working environment in line with local Pluxee policies.\nCollaboration with local teams and, where relevant, regional or global stakeholders.\nRegular customer interaction through different communication channels.\nCompetencies\nCustomer Interaction\nAbility to listen to customers, understand standard requests and provide friendly, clear and helpful first-level support in French and English.\nLearning Agility\nDemonstrates curiosity, a positive learning mindset and the ability to progressively build knowledge of Pluxee products, processes, tools and service standards.\nSystem Navigation\nAbility and willingness to learn how to use CRM tools, knowledge bases and other digital solutions required for daily customer interactions.\nProblem Identification\nRecognises standard customer issues, knows how to apply available solutions and understands when an issue requires support or escalation.\nService Etiquette\nCommunicates with customers in a professional, respectful, empathetic and solution-oriented manner, adapting communication to the customer and situation.\nDocumentation Accuracy\nEnsures customer information, actions taken and case notes are recorded clearly, accurately and consistently.\nCommunication\nCommunicates 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.\nGrowth Mindset\nDemonstrates a genuine willingness to learn, welcomes coaching and feedback, and actively develops new skills and capabilities with the objective of progressing within Pluxee.\nTeamwork\nWorks collaboratively, supports colleagues, asks questions when needed and contributes positively to the team environment.\nWhy join Pluxee?\nJoin an inclusive team\nWork 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.\nTurn inspiration into possibility\nGet 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.\nMake a positive impact\nTouch millions of lives and create meaningful change for people and the world we share, supporting our commitments to diversity, sustainability, and local economies.\nGrow with us\nGet support you need to take meaningful steps in your career, whether you're performing your work/life balance or learning new skills.","description_format":"text","description_chars":10613,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"French","level":"All 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