Responsibilities
- Guiding new customers from A to Z in the onboarding process
- Building good relationships with your contacts
- Providing training on the use of Hoplr
- Helping customers get the most out of Hoplr through different learning channels (site visits, phone, e-mail, ...)
- Making the translation to our Product team: you pass on feedback you receive from customers so that we can continue to optimise our products
- Monitoring and stimulating active use of the service dashboard
- Monitoring customer satisfaction (NPS) and developing strategies to improve it
- Tracking and monitoring customer accounts and escalating critical customer onboarding issues
- Taking appropriate actions to retain a customer
- Making recommendations on how new and existing roles fit into the customer environment, providing best practices and guidance
What we're looking for
- Proven ability to build and manage customer relationships
- Language skills in Dutch and French.
Experience in empathically answering emails or chats - You are an advocate for high-quality standards, innovation, and excellent user experience
- Strong customer success and empathy skills
- Proactive, self-starting, action-oriented
Our offer
- A competitive salary package with means of transport
- Your work has an impact on a community of over 500,000 Hoplr members and more than 100 customers
- A no-nonsense environment with great appreciation for the work you do
- Homework, field work and two easily accessible offices near Ghent
What is Hoplr?
Hoplr is a closed social network that focuses on social interaction between neighbours, and their engagement in the local community. Hoplr is used for exchanging items, organising neighbourhood events, reporting problems or break-ins, finding lost pets, getting to know neighbours, talking about local themes, and much, much more.
