Poppy is looking for a Customer Success Wizard to join our rapidly growing startup. As Customer Success Wizard you will be responsible for our customer support service and for maintaining the high quality standards of our customer contact. This entails handling our communication channels with customers through email, live chat and phone, as well as managing our customer support partner's elves 🧝♀️. You will be working closely with the Chief Marketing Officer to continuously optimise the customer success processes. Every single contact with a user must reflect the Poppy vibe, which you will be the guardian of. Your daily goal is to go for happy customers at the end of the day. Next to being a wizard in your work on both the human role as the technical and automation role in this job, you are also the Batman or Catwoman at Poppy: the one that is always defending the customer against injustice, but with a big smile.
Customer Success Wizard's assignment :
You are in charge of the email communication to customers, including daily emails and campaigns
You are in charge of the live chat support on website and the direct communication through social media
You are the person of contact for our callcenter partner, including tasks as on-boarding and training the callcenter agents, daily following up on callcenter agent's performance and giving workshops. Together with the CMO you work on the constant improvement of the customer success processes.
You support your friendly marketing colleagues in campaigns, communication strategies, automation projects and are a guardian of the Poppy tone-of-voice.
You make it a daily task of continuously improving and optimising customer contact and report back to the CMO.
Get a chance to help shape the future of mobility
A result- oriented, but very nice working environment : work hard, play hard!
A competitive salary and lots of advantages
A Poppy subscription
Possibility to evolve quickly and take on more responsibilities
Nice offices in both the center of Antwerp and the center of Brussels
Flexible working hours
Be part of a driven team of entrepreneurs
Customer Success Wizard qualifications
You have a bachelor or masters degree or you are able to convince us of your fit for this job without that
You get energy out of contacting clients and solving their daily struggles, but also you are the type of person to always go the extra mile to satisfy people.
Strong communication skills
Professional experience in customer service
Strong analytical skills (automation skills are a plus)
Experience with managing teams and budget
You are thriving in dynamic, rapidly changing environments
You are eager to grow within a company
You are an enthousiast and contribute to a good company culture
You have a perfect knowledge of Dutch, English and French, both written and oral competencies.