Conseiller Clients H​/F

Client Advisor

The client advisor will enhance the company's image by ensuring the quality of the telephone relationship and providing appropriate information elements.

Under the authority of the Head of Customer Relations Service, he/she ensures the telephone reception of tenants and applicants.

He/she handles requests, informs, guides, and supports the interlocutors in their procedures.

He/she contributes to the quality of the tenant relationship, the satisfaction of users, and the enhancement of the organization's image by providing reliable and appropriate responses in compliance with internal procedures.

Within the objectives set by the Head of Customer Relations Service, and in compliance with the response benchmarks and the "treatment of requests" procedure, he/she must:

Welcome and process tenant requests

Receive and process incoming telephone calls from tenants, applicants, or partners.

Identify and qualify requests (information, complaints, technical incidents, rental situations, administrative procedures…).Provide an immediate response when possible, in accordance with internal procedures and benchmarks.

Guide the interlocutors to the competent services if necessary (rental management, technical service, litigation, attribution, proximity…).Ensure a quality telephone reception in respect of the rules of courtesy and professionalism.

Manage and follow up on files

Record and track requests in the customer relationship management software.

Follow up on requests forwarded to internal services.

Inform tenants of the progress of their file when necessary.

Contribute to the resolution of complaints within the defined deadlines.

Ensure multi-channel processing of requests

Process requests received through different channels (telephone, email, digital platform).Write clear and adapted written responses to tenant requests.

Ensure the traceability of exchanges in dedicated tools.

Participate in the implementation of communication and tenant relationship actions

Occasionally make outbound calls as part of specific actions:

Information campaigns,Satisfaction surveys,Administrative reminders,Communication with tenants.

Manage administrative activities

Update data in the IT management tools.

Apply internal procedures and response benchmarks.

Participate in continuous quality improvement of service and share information with internal teams.

Bachelor's degree with experience or BTS

• Experience in a customer relations center or telephone reception is appreciated.

• Experience in the social housing or rental management sector is an asset.

KEY COMPETENCIES

Technical skills

Mastery of remote customer relationship techniques.

Good mastery of office and computer tools.

Ability to analyze a request and provide an adapted response

Good oral and written expression.

Mastery of spelling and writing skills.

Relational skills

Developed sense of tenant service.

Qualities of listening and empathy.

Aptitude for relationships with all types of public.

Diplomacy and ability to manage sensitive or conflictual situations.

Self-control and stress management.

Organizational skills

Rigorousness and sense of organization.

Ability to manage several requests simultaneously.

Analytical and synthetic spirit.

Ability to process a client contact by demonstrating capacity for listening, expression, and organization in dialogue

Sense of quality service

Aptitude for relationships with all public

Good knowledge of social landlord professions and good general culture

Self-control

Mastery of computer tools

Mastery of spelling

Ability to analyze and synthesize

Ability to reformulate in writing

Duty of confidentiality

Package :
Permanent contract-Full salary annual gross above the conventional minimum related to the level of classification of the job (G2)-gratuity of 13th month + vacation bonuses+ random interest and participation +objective premium+ social protection (mutual aid + life insurance), restaurant voucher. Flexible organization and pleasant working conditions.