Head of Customer Service
3 weken geleden
Deze organisatie is gestart in 2010 en levert visuelecontent voor vastgoedprofessionals. Ze ondersteunen makelaars diegaan voor een uitstekende woningpresentatie. Voor die makelaarsleveren ze alle essentials die nodig zijn om van de verkoopcampagneeen succes te maken. De kernwaarden "Happiness", "Keep it Simple"en "Get it Done" vormen de basis van alles wat ze doen. Ze strevenernaar om niet alleen de klant happy te maken, maar ook hun eigenmedewerkers. Een dynamische en jonge club van bijna 270 vakmensenwerkzaam in Nederland, België en Duitsland. Ze geloven in eeneenvoudige oplossingen en een no-nonsensebenadering.
FunctieomschrijvingAls Head of Customer Service ben je verantwoordelijkvoor het Customer Service team, bestaande uit 15 medewerkersverdeeld over de vestiging in Eindhoven en in Capelle aan denIJssel. Als Head of Customer Service zal jij 2 dagen in Capelleaanwezig zijn, 2 dagen in Eindhoven, en een laatste dag zelf in tevullen (bijv. thuis).
Jeverantwoordelijkheden en werkzaamheden bestaan uit:
- Dagelijkse verantwoordelijk voor het aansturenvan het Customer Service team.
- Je gaat aan deslag met de optimalisatie van de afdeling en het maximaliseren vanefficiëntie en effectiviteit. Hierbij ben je gefocust op hetwaarborgen van uitstekende service en optimale bereikbaarheid vooronze klanten.
- Actieve betrokkenheid bijperformance management, analyse en verbetering van zowelbedrijfs-KPI's als teamprestaties.
- Je neemtleiding in verschillende projecten binnen de afdeling. Daarnaastben je ook betrokken bij projecten die zich organisatiebreedafspelen.
- Het ontwikkelen van het team doormiddel van coaching en trainingen. Daarnaast stuur je aan op deontwikkeling van individuele competenties van medewerkers om zo hettalent binnen je afdeling te ontwikkelen en teverbeteren.
- Je rapporteert aan de COO.Daarnaast ben je onderdeel van het Management team.
- Minimaal HBO werk- en denkniveau.
- Minimaal 3 jaar ervaring binnen Customer Service en hetleiden van een team.
- Je bent in staat om snelte schakelen in een dynamische omgeving, je wordt gezien alsvoorstander van adaptabiliteit. Hierbij kan je complexeveranderingen effectief managen en anderen inspireren om zich aante passen.
- Je maakt makkelijk verbinding metcollega’s en bent zichtbaar. Je weet mensen te enthousiasmeren enhet maximale uit je team te halen. Jij krijgt energie van hetontwikkelen, coachen en motiveren van medewerkers.
- Kennis van de CRM systemen die gebruikelijk zijn binnenCustomer Service. Het is een pre als je kennis hebt van Salesforce,Zendesk & Hubspot.
- Ervaring met het werkenen verbeteren van KPI’s & metrics als First Reply Time, CSAT,Total Time to Resolution en average handling time.
- Je hebt ervaring met verschillende manieren vandata-analyses inclusief het maken van bijbehorende rapportages.Daarnaast ben je in staat om op basis van data-analyse strategischeplannen te maken en hierop een business case teschrijven.
- Je bent duidelijk in jecommunicatie, zowel mondeling als schriftelijk. Hierbij is jecommunicatie met bijbehorende instructies niet alleen duidelijk,maar ook inspirerend.
- Een mooie functie met uitdagendedoelstellingen; kortom jij gaat je niet vervelen als je in dezefunctie aan de slag gaat
- Salaris tussen de€4.000 en €6.000 bruto per maand op fulltime basis.
- Volledige vergoeding van de reiskosten.
- Goede pensioenvoorziening.
- 21 tot 27vakantiedagen per jaar (deze kun je als incentiveopbouwen).
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