Pre-Qualification and Customer Support Specialist - Classifieds Mobility (M/F/N)

Adevinta 2021; Avallon, Paris; Sur place; EUR 28 000 - 35 000; Plein temps

Résumé du poste

Une entreprise dynamique recherche un Pre-Qualification Specialist pour rejoindre son département de vente BtoC. Vous serez responsable de la gestion des rendez-vous, de l'optimisation des opérations et de l'amélioration de l'expérience client. Ce rôle exige une forte capacité d'écoute, d'organisation et une expérience en relation client.

Qualifications

• Expérience précédente en relations clients ou centre d'appels.
• Capacité à gérer un volume élevé d'appels.
• Compétences d'écoute et de communication excellentes.

Responsabilités

• Gérer 80 leads par jour et assurer la viabilité des rendez-vous.
• Effectuer des appels entrants et sortants pour le suivi des clients.
• Identifier les axes d'amélioration dans le processus de rachat.

Connaissances

Relation client

Communication

Rigueur

Organisation

Dynamisme

Outils

CRM (Zendesk)

Description du poste

As a Pre-Qualification Specialist, you will play a key role in our BtoC sales department, ensuring the efficient pre-qualification of appointments and the proactive follow-up of customers.

Your mission: to transform leads into concrete opportunities, while contributing to the optimization of our operations.

Beyond these core missions, you'll have the opportunity to contribute to improving the customer experience and support, broadening your scope of action within our Classifieds Mobility platform.

Appointment pre-qualification :

1. Handle 80 leads/day
2. Ensure the viability of appointments
3. Confirm appointments according to partner availability
4. Collect reasons for missed appointments
5. Inbound and outbound call management:
6. Receive incoming calls from customers already contacted for pre-qualification
7. Make outgoing follow-up calls to customers who have not yet indicated that they wish to keep their appointment
8. Collect feedback on the difference between estimate and purchase price
9. Maintain follow-up tables for non-contacted customer returns
10. Maintain follow-up tables for customers who have refused the buy-back
11. Identify areas for improvement in the buyback process and propose solutions to optimize the efficiency of pre-qualification operations
12. Contribute to the Classifieds Mobility Customer Experience:
13. Participate in temporary actions to improve customer performance
14. Contribute to customer satisfaction by expanding scope within support tasks

Desired qualifications :

• Previous experience in customer relations, call center
• Ability to use a CRM (ideally Zendesk)
• Ability to handle a high volume of calls
• Excellent listening and communication skills
• Rigor and organization in managing appointments and data
• Ability to handle difficult situations
• Dynamic and results-oriented