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Tom & Co

Retail Support Service Desk Agent L1

Tom & Co | Groot-Bijgaarden | Permanent, Full-time

Published on 17 days ago

Tom&Co is the Belgian market leader and an international player in the pet retail. Recently independent, Tom&Co is looking to build a new and dynamic company.
Our target is to become one of the most attractive and innovative retailers for Animal Care in Europe.
In order to achieve this ambition, we are building new teams with complementary functions. The following position is currently vacant:

Retail Support Service Desk Agent L1

Job description

Job summary :
The Retail Support Service is central to Tom & Co and has a direct impact on our network satisfaction and efficiency.
As part of the Retail Support Service Desk Team, you are the first point of contact for our internal and external B2B customers, you record and classify incidents and take immediate action to resolve issues as quickly as possible.
Your responsibilities :
  • Troubleshoot and solve issues and front-line queries, and quickly troubleshoot incidents and requests in accordance with the agreed service level agreements (SLAs).
  • Ensure a high level of customer service to achieve the highest level of satisfaction.
  • You work with second- and third-line teams as well as with third parties to solve problems and resolve calls if necessary.
  • Your knowledge of the company allows you to use the right procedures and to escalate problems when necessary to the appropriate person or department.
  • You can organize your work independently and perform recurring tasks.


  • Strong communication skills and process/procedure-minded
  • Team player and have ability to work independently
  • You are reliable, flexible and pro-active
  • You are fluent in Dutch and French
  • You have a great ability to learn
  • You are a born Team Player
  • You are customer and service oriented
  • You like to solve the problems of your customers
  • You keep calm in all situations
  • You are ready to work evenings on weekdays and Saturdays
  • You have basic computer skills (O.S., Principle of network, Login, config of mobile devices, ...)
  • You are ready to do regular in-store training as a store employee


  • A competitive salary package
  • 6 ADV days + 1 extra holiday day
  • Meal vouchers of 8€
  • Pension insurance
  • Full DKV insurance (hospitalization, dental and ambulant coverage)
  • Extra 13th month and paid holiday


Please send your CV and motivation letter to Christelle Rutten HR Manager BELUX France - – Mention job code RETAILSUPSERVDESK.

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28 days left to apply


  • Function type: Helpdesk & support
  • Sector: Raw materials, agriculture and food
  • Groot-Bijgaarden (location)
  • All jobs at Tom & Co


  • Permanent
  • Full-time
  • Group insurance
  • Meal vouchers

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