HEAD OF CUSTOMER CARE & TELESALES
Our client, Immoweb with more than 150.000 properties on its website and a daily audience of more than 400.000 visitors, is the leading real estate digital portal in Belgium. The business of Immoweb is built on 20 years of innovation & hard work to obtain today a unique, Belgian, fully digital brand that has also become a true "household" name in Belgium. The entire Immoweb team counts more than 100 colleagues today. In order to strengthen its national Customer Care team, Immoweb is looking to hire a (m/f)
HEAD OF CUSTOMER CARE & TELESALES
A national Customer Care & Internal Sales Management position with people management
Your main mission is to ensure and strengthen the market position of our clients. With a direct reporting line to the Operations Director, you lead directly 2 teams (French and Dutch speaking): one customer care team (8 members), one telesales team (2). Both teams are service oriented and experienced professionals that excel in remote customer contacts. You will closely collaborate with the management team, and the various teams in Field Sales, Product Management, Business Development, Back Office Operations…
More specifically, you:
- Deliver daily customer care support
- Ensure Service Level Agreements & "First-Time-Right" on incoming calls & mails is achieved, as well as real-time action/adjustments as required
- Timely follow-up of any anomaly reported by surfers
- Improve touchpoint feedback from customers (customer satisfaction & NPS recommendation scores)
- Plan/ensure adequate team staffing & presence during opening hours, both upfront planning and intra-day
- Put in place building blocks for institutionalizing a consistently "great" customer service
- Delivery of transversal service improvement plan
- Elaboration/improvement of operational dashboards (wall display, weekly cockpit report, monthly management report)
- On-the-job coaching of colleagues (call monitoring, regular and structured feedback), with personalized action plans
- Insure full revenue responsibility for all remotely served customers
- Volume/turnover on classifieds
- Upsell to basic advertising products
- Upstreaming to field sales
- Actively participate in the Operations Management Team which steers the various operational Immoweb activities.
- Lead by example (and "managing by walking around") the Customer Care and TeleSales team, demonstrating a strong customer service/quality mindset on the workfloor, in combination with a strong sales drive.
- In addition to your master degree, you have a consistent successful track record in customers care of (digital) BtoB services and strong people management skills.
- You have the ability to engage, motivate, influence an internal team and negotiate at all levels, both in the Flemish part of Belgium as well as in the French part.
- You have a resilient personality and are able to deliver results under pressure.
- You have an excellent command of Dutch and French (both are mandatory) and a good knowledge of English.
- An excellent renowned digital company, strongly result-oriented and committed to innovation.
- A challenging leadership role in a highly professional working environment.
- You will benefit from a motivating compensation package, including fringe benefits, in line with your level of responsibilities.
Replies will be dealt with swiftly and in strictest confidence.
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