Head of Customer Contact Center & Telesales

Improving the customer experience is key to Immoweb’s strategy. Your role as Head of Customer Care & TeleSales 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 Immoweb team. 

In Customer Care, the main challenge is to improve the customer experience and professionalizing our way of working: You will be in charge to continuously improve the functionalities of our CRM system (Salesforce), to help selecting and implement a new telephony system, leveraging the Group knowledge and network,  improve team coaching,… You will also have to opportunity to define potential needs of new functions such e.g. as customer success management.

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.  You will also be in charge to expand the team in function of key strategic decisions, and to make the structure evolves to match the evolving context.     

You will closely collaborate with our management team, and the various teams in Sales, Product Management, IT, Back Office Operations… to ensure our business/product innovations and services are effectively delivered to our customers, using a coherent sales approach.
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 Immoweb 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. You analyze the captured information and suggest improvements towards our organization to live our value of being “Customer obsessed”
As such, you represent the “voice of the customer” towards the entire Immoweb organization and ensure effective 2-way 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. 

Your responsibilities :

Deliver daily customer care support :

• Ensure Service Level Agreement & “First-Time-Right” on incoming calls & mails is achieved, as well as real-time action/adjustments as required (every workday)
• Timely follow-up of any anomaly reported by surfers 
• Improve touch point feedback from customer (customer satisfaction & NPS recommendation scores)
• Plan/ensure adequate team staffing & presence during opening hours (incl. Saturday), both upfront planning and intra-day

Put in place building blocks for institutionalizing a consistently “great” customer service and an effective TeleSales Team :

• Delivery of transversal service improvement plan 
• Delivery of a structured approach for TeleSales campaigns 
• Elaboration/improvement of operational dashboards (wall display, weekly cockpit report, monthly mgmt. report)
• On-the-job coaching of colleagues (call monitoring, regular structured feedback), with personalized action plans
• Monthly and ad-hoc reporting on KPIs, Sales and project achievements

Full revenue responsibility for all remotely served customers: 

• Volume/turnover on classifieds
• Upsell to basic advertising products
• Upstreaming to field sales

Reporting to the Chief Sales Officer and working closely with the Management Team which steers the various Immoweb activities

Leading by example the Customer Care and TeleSales teams, demonstrating strong customer service/quality mindset on the work floor, in combination with strong sales drive

Quality of ads on the website (respect of quality charter)