Head of TeleSales & Customer Care (m/f)

1 jour restant

mardi 20 février 2018
Date limite
mardi 20 mars 2018
Unique Brussel Customer
Niveau d'expérience
2 à 5 ans d'expérience
Type de contrat
Temps de travail
Temps plein

Our client is the leading real estate portal in Belgium, with more than 150.000 properties on our website, a daily audience of more than 400.000 visits. Our Immoweb business is built on 20 years of innovation & hard work to obtain today a unique, Belgian, fully digital brand that also has become a true “household” name in Belgium. The entire Immoweb team counts more than 90 colleagues today. This provides us with a great platform and a unique opportunity for customer service and further business development.

Job Description

Opportunity in Customer Care & TeleSales

  • Improving the customer experience is key to our client’s strategy. Your role as Head of TeleSales & Customer Care will be to further develop & grow our customer care and telesales activity by leading our team of 9 colleagues, and by working closely together with the entire team.
  • In Customer Care , the main challenge is to improve the customer experience and professionalizing our way of working: leverage our new contact center platform, improve team coaching,…
  • In TeleSales , the key opportunity is to build upon our existing approaches in ‘remote’ sales on classifieds and to initiate successful upsell approaches for basic visibility/advertising products, while ensuring adequate proactive contacts. Today, an enthusiastic team is in place and first results were attained, your challenge is to continuously improve our service and to ‘institutionalize’ these improvements and convert them into tangible results.
  • Your team acts as 1st touch point to respond autonomously to any customer request and to identify & qualify issues that require additional/rapid action from other teams. You will personally ensure to share these qualified requests from customers to the other teams and afterwards inform customers about progress/response to their initial request.
  • As such, you represent the “voice of the customer ” towards the entire organization and ensure effective 2way dialogue with our customers.
  • You will have a leading role for initiatives around customer service & sales, including the delivery of our company’s service improvement plan, aiming for significant increase of customer recommendation (NPS), especially for professional customers. You will take the lead in this area: starting from adequate measures, translating measurements into actions that deliver impact on customer service.
  • As Head of TeleSales & Customer Care you will lead directly 2 teams, one telesales team and one customer care team. Both teams are multilingual, service oriented and experienced professionals that excel in remote customer contacts.

Your responsibilities

  • Deliver daily customer care support, every day again
  • Put in place building blocks for institutionalizing a consistently “great” customer service
  • Full revenue responsibility for all remotely served customer

Job Requirements

  • Master degree 6+ years experience in Customer Care
  • Truly passionate about customer service & sales, going the extra mile for our customer
  • “Can do ” attitude, service mindset, high energy, optimistic and positive nature: focused on ‘finding solution’ instead of ‘reporting problems’ and making tangible progress despite challenges, roadblocks and time pressures
  • “Hands-on ” approach, looking for pragmatic solutions & shortcuts.
  • Excellent coaching skills, operating directly on the workfloor with the team and possess a unique blend of customer care/remote sales experience.
  • Strong collaboration and interpersonal skills. Know how to bring teams together & encourage them to achieve their goals
  • You are flexible and doesn’t limit yourself to a “9-to-5” mindset
  • Excellent verbal and written communication skills
  • Fluent in Dutch, French and English

Salary and Benefits

  • A professional and stimulating working environment
  • Rich and acknowledged e-business expertise Attractive remuneration
  • Healthy, growing internet business (unique digital brand in Belgium)

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