As the Manager of the Customer Care Center, you will lead a team of about ten people with the main tasks being:
* Answering simple insurance questions from the customers and prospects, both B2B and B2C;
* Direct sales of simple products and cross-selling by assisting users or through targeted marketing campaigns;
* Supporting the sales network (for example, by qualifying leads generated through digital marketing campaigns and making customer appointments for the sales network).
As the person responsible, you are not only in charge of maintaining optimal service quality for the customers, but also of continuously optimizing the processes related to the customer journey.
In this context, you ensure continuous good cooperation with the Sales, Backoffice, and Marketing departments.
Your responsibilities include the following:
* You are responsible for the daily management of the team. "Leading by example" and coaching are part of your DNA.
* You continuously ensure that there is a dynamic and motivating work atmosphere within your team, so that the set objectives in terms of SLAs and customer satisfaction can be achieved.
* Depending on the circumstances, you draw up an organizational chart to ensure that we are reachable for the customers.
* You are proactive, you monitor and analyze the team's performance, and you do not hesitate to take initiatives to maintain the quality of service for the customers.
* Your business acumen enables you to identify potential sales opportunities and you do not hesitate to pass this on to your team.
* In the context of the service's development, you participate in various projects and you are able to translate your needs into 'requirements' for future developments of the applications used by the service.
* You guarantee the quality of the reports and the data collected during each customer contact.
* You report to the Chief Marketing Officer.
* In addition to a higher education (bachelor's/master's degree), you have relevant experience as a coach (at least 2 years) in a sales department (preferably in the banking or insurance sector).
* You already possess the VVD certificate (responsible for distribution).
* You are a leader with a passion for customers, for whom the customer experience is more than just theory.
* Taking responsibility is in your blood and giving feedback is your second nature.
* You have strong organizational skills and are able to follow up on projects.
* You have an affinity with numbers to analyze campaign results and can work smoothly with various applications (including CRM).
* Very good knowledge of French or Dutch and you have a very good knowledge of the other national language.
Assignment between 2 and 4 months, full-time.