Entrepreneurship in the territories: is it the right time?
I. Job description
You will work hand in hand with the person in charge of Care & Satisfaction at Colette. Your tasks will concern 3 main axes in order to support our community :
1. CUSTOMER CARE
Deal with all incoming requests from our members via the different communication channels used :
- Aircall : centralizes all inbound calls from our members and prospects
- Front : centralizes all incoming emails. Your mission will be to reply to each inbound request and assign each email to team members
- Chatbot via our website
🎯 Your main KPIs :
- Inbox 0 at the end of the day on each communication channel
2. CUSTOMER SUCCESS
Follow up carefully all move ins and move outs are going well :
- Check-out : follow-up call one month before the booking end date
- Send our move-out guide via Whatsapp in order to anticipate questions
Follow up carefully all active house-sharing during the co-living :
- Contact regularly all matches during their co-living experience to make sure everything is going well and encourage them to extend their booking
- Surveys monitoring : call back each match in case of a negative comment to try to find a solution
- Select and publish hosts and guests reviews on their profile
🎯 Your main KPIs :
- All matches that are expected to end during the following month have to be contacted
- All matches in co-living have to be contacted at least once each month by text or call
- All reviews must be double-checked every month
3. CUSTOMER EXPERIENCE
We want customers to repeat their Colette experience as long as possible and share the best word of mouth around them :
- Reach all matches in order to receive 100% surveys responses from hosts and guests (sent at the beginning and end of each house-share)
- Reach the maximum of Google Reviews from hosts and guests
🎯 Your main KPIs :
- 100% surveys responses
- At least 5 positive Google Reviews published each month
