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Team Lead Customer Solutions

Customer service
Rotterdam
English

Description:

Who we are?

HousingAnywhere.com is the global booking platform for mid-term rental accommodation. Being a peer-to-peer marketplace, we create an experience that satisfies both sides of the rental accommodation market and creates a direct connection between tenants and landlords. HousingAnywhere.com is active in 100 countries and 400+ cities. We have partnered with 160+ universities worldwide and currently target the international student market while we are expanding to other audiences as well.

In 2018, we have been honored by being the fastest growing propTech company in the Netherlands as part of the Technology Fast 50 ranking of Deloitte.

What are we looking for?

An energetic Team Lead Customer Solutions to work with our team in constantly improving our customer satisfaction! The main idea of this role is to keep the department running in an efficient and profitable manner, to increase customer satisfaction and retention, and to meet customer’s expectations.

We are looking for that natural motivator that can drive any team to accomplish a high performance. If you join this team you will be in charge of providing the team members with the right tools to solve customers issues and follow up on any questions/issues through to resolution.

Your main tasks will be:

  • Reporting directly to the VP Sales & Customer Solutions, you will provide performance reporting and regional & team insights;
  • Lead the Customer Support messaging strategy though different communication channels, such as outbound, inbound & chat;
  • Work side by side with the Customer Solutions Team to performance manage incoming messages in a timely and accurate way, via phone, email or chat, being able to identify customers needs. Actively try to resolve situations, based on FCR metrics, (First Call Resolution), in different scenarios by helping customers on the use of specific features;
  • Attract and recruit the right people to join the Customer Solutions Team, also motivate and develop the current team members;
  • Train and coach the team using performance management to achieve higher performance levels;
  • Support your team in the best way to handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution;
  • Monitor and evaluate NPS metrics and CSAT scores, how to develop, track and convert into revenue metrics for the team;
  • Be the connecting piece between the Customer Solutions team and the Supply team, as well as other departments within HousingAnywhere!

Requirements:

Who you are:

  • You have between 2 to 4 years of a customer-centered experience and from those you have at least 1 year being the leader of a team - this is a must!
  • You speak English on an above-average level and since you will have to lead a very international team you are able to speak at least one of this other languages: Dutch / German / Italian / French / Spanish in a Native/ Fluent level.
  • Preferred Bachelor/ Master degree in the area of Foreign Languages, International Business Management, Communications or a related study and have great interest in effective communication and customer relations.
  • As preferred you have worked in the real estate industry or with inside sales for a marketplace or a SaaS business;
  • You have very strong communication skills to be able to create a collaborative environment for your team and maintain relationships through different channels with our customers;
  • You can demonstrate strong organizational skills. You have worked or are familiar with Lean and Agile and you are able to set priorities and manage time effectively in order to meet your goals and targets.
  • You have experience in identifying and managing commercial opportunities whilst building and developing good relationships to retain customers;
  • Have a proven track record of driving performance within Customer Solutions / Care teams in a collaborative and empathetic way;
  • Have experience in developing motivating bonus structures to reward good performance;
  • Have a solution-oriented mindset and a hands-on approach to operational execution;
  • You consider yourself to be energetic, optimistic and to have imaginative power: we are looking for someone who can motivate their teammates, whatever happens!

One of the shared behavioural traits of our team is persistence. Within Housing Anywhere we believe that persistence is the engine for our growth and success.  Is important for us that you consider yourself to be a person with determination.

Salary Benefits:

Cool things!

  • Join a dynamic and quickly growing startup -- enjoy the startup atmosphere with low hierarchies and early responsibilities. This is the ideal learning environment for you if you already are or are thinking about becoming an entrepreneur. Even if your aim is “just” to make a good career, our growing team is looking today for the leader of tomorrow.
  • We give our team members a high level of responsibility because for us all ideas matter.
  • Our team consists of over 80+ people, with 25+ nationalities. with most people in our office aged between 20-30 years old.
  • Opportunities to attend training and workshops related to your field of work, sponsored tech talks and other networking events.
  • You get to work in the amazing city of Rotterdam in an office with an amazing view! If you're looking for a city that is always packed with new things to discover, amazing architecture, a strong international community, this is the perfect place for you! On top of this, you are one train ride away from Amsterdam and The Hague!
  • Friday Beers & Cheers! Get to know your colleagues over drinks while we celebrate our achievements every end of the week!

Practical Info!

Full-time position (40 hours a week).

You will work from our office in Rotterdam, the Netherlands.

Salary will match your experience.

This position also includes a bonus plan.

Starting: ASAP.

Work Experience:

1-2 Years

Work Hours:

40 hours per week

About the company:

HousingAnywhere.com is the international student housing platform, for exchange, internship, volunteer, or working students alike - and one of the fastest growing start-up companies in the Netherlands. We help millions of students worldwide to find and book their new place, while abroad.

HousingAnywhere is an online platform that brings together demand & supply of short stay student housing. International students looking for accommodation can book a room on the platform. People that have a room on offer, can advertise this on the platform: advertisers of rooms can be outgoing exchange students, verified local landlords, social and commercial housing operators.

As featured in Forbes, everything started while the founder, Niels van Deuren was studying for a degree in International Business Administration at the Rotterdam School of Management in 2009 that he spotted the business opportunity. “The programme included a semester exchange to the National University of Singapore,” he says. “It was the combination of struggling to secure housing there and trying to sublet my own apartment while I was away that gave me the idea for Housing Anywhere.”

Soon the platform became very popular in Rotterdam and in 2010 some other Universities in the Netherlands joined. We are now active in over 100 countries and 400+ cities. Partnered with 160+ universities and counting!

In 2017 the Chamber of Commerce of the Netherlands gave HousingAnywhere the position number 4th in the ranking for most innovative companies. Then again in 2018, the company has been honored by being the fastest growing propTech company in the Netherlands as part of the Technology Fast 50 ranking of Deloitte.

Check our openings here: http://housinganywhere.com/jobs