Customer Solution Expert @ Qualifio in Louvain-la-Neuve, Belgium

Who are we?

Qualifio is a team of 75 colleagues who are all passionate about Digital Marketing. Our HQ is in Louvain-la-Neuve, close to Brussels, Belgium and we also have teams in Madrid, Paris & Amsterdam. We have over a decade of experience in interactive marketing, loyalty and data collection, and a unique work culture built on strong values.

• Our values are at the heart of everything that we do at Qualifio: transparency, commitment, fun, empowerment, togetherness & creativity. We believe that to be creative and effective, we need to have a good work-life balance.

• Life at Qualifio is great fun – check out some of the things we’ve been up to recently on our Instagram account!

• Take a look at what happened at Qualifio in 2022! We’re very excited about 2023.

• Want to meet our CEO? Here’s the video.

• We’ve recently joined the QNTM group, a network of best-of-breed MarTech and AdTech companies – find out more here!

We have an exciting growth plan for the coming years, and we are looking forward to welcoming new amazing people to the team! You’ll find a lot of information below, but don’t hesitate to reach out for a chat.

What do we do?

Qualifio is the leading European first- and zero-party data collection platform, founded in 2011. Our product enables consumer brands to interact with and get to know their audience. The Qualifio platform includes 2 complementary SaaS modules:

• Qualifio Engage allows them to generate engagement and capture data via quizzes, games, polls, contests and over 50 other interactive formats.

• Qualifio Loyalty empowers them to reward and segment members with interaction-based programs that go beyond purchases.

Qualifio is used by over 400 companies worldwide including: Nestlé, L’Oréal, Unilever, PepsiCo, PSG, Disneyland, Dixons Carphone, Daily Mail Group, Vivendi, DPG. But an example is worth more than a thousand words, you’ll find the best campaigns of Qualifio in this blog article.

About the position
Qualifio’s helpdesk is a key element to customer satisfaction and retention. The support service is fast, efficient and friendly and has played a central role to build Qualifio’s strong notoriety as a highly dynamic and hyper-reactive company. The current average volume of tickets is 20-25 per day. It currently runs on Zendesk.

The Helpdesk of the company is part of the Product Team as it is responsible for providing relevant feedback on the pains and problems encountered by the users. It is also deeply linked to the Customer Success department to raise awareness about issues of specific customers.

We are looking for a Customer Solution Expert who will make sure all tickets are answered in a timely manner and according to the service level agreement, that value is provided to the customers through our help centre and who is willing to grow in the role. The current customer satisfaction rate of 99% remains your daily goal!

You will work with two other Customer Solution Managers who will challenge the processes and way of working to maximize the value provided to the customers in a minimal time.

Key Responsibilities

• You receive and respond to customer problems, issues, and requests

• You ensure proper documentation, notification, escalation, tracking, and follow up of all incidents

• You coordinate with other teams (software developers, designers, SysOps…) for second-line support

• You escalate queries/grievances if required

• You are working closely with internal teams to provide in a structured manner relevant feedback

• You know all Zendesk features so you can optimize the use of the platform and workflows

• You challenge the current solutions and processes with new ideas to improve the helpdesk

• Based on the content and frequency of bugs of requests in tickets, you take initiatives in the fields of tutorial and documentation writing (FAQs, walkthroughs, etc.

• You coach internal teams on the support process and when they need to do support rotation

• You create reporting on the Helpdesk and help integrate the Helpdesk tools with other tools used in other departments (CSM, Sales, Product, IT)

• You are an internal reference in product knowledge

Who you are

• You have a passion for what you do and have a can-do attitude

• You have impeccable written skills in English and French (Spanish, German or Dutch are a plus)

• You are familiar with online software (Experience with helpdesk tools like Freshdesk, Zendesk (Zendesk experience is a big plus))

• You are obsessed with customer satisfaction and great quality of service

• You are rigorous and organized

• You are autonomous

• You are located either in Belgium (working regularly from the Louvain-La-Neuve office)

What do we offer?

• An open, flexible, and challenging environment, where the startup/entrepreneurial spirit is still going strong.

• A place where we can be very serious and very ambitious, but where we also know how to have fun and we’re all considered as human beings, with both our strengths & weaknesses.

• A great way to be immersed in the ever-evolving digital marketing challenges of the biggest companies in Europe.

• A place where we go fast – in our decisions, in our initiatives, in our growth.

• You’ll be working with a team obsessed with its highly qualitative software products, always willing to receive customer feedback and improve.

• The organisation is structured in a way to give you the opportunity to demonstrate your full talent; empowerment of our team members is key.

• The company is financially healthy and has clearly defined goals for the years to come, shared transparently with all the team.

• A place where values are not just something written on the walls, we live and breathe them.

• An attractive salary package with many non-financial benefits: company phone and laptop, hospitalisation insurance, group insurance, parking spot in the centre of LLN (or an office that is easily accessible via public transport!), eco vouchers, meal vouchers, Internet subscription, etc

A final word…

By working at Qualifio, you’ll be part of an ambitious culture that puts people first (both our employees and our customers). It’s full of challenges, and of course, it’s not always easy, but we overcome challenges and progress every day, as a team. We’re obsessed by the ROI generated by our customers using our softwares and we fight to improve it. On the other hand, we understand the need for a healthy work-life balance. And we believe that everybody who’s part of our team should be supported to develop to their fullest potential.

• We seek to understand and help our customers in everything that we do.

• We have a life outside of work (and we work hard to keep it that way!).

• We are proactive and accountable in our roles.

• We’re genuine, honest and open.

• We say what we think in a constructive way and we’re open to feedback.

• We’re here to learn and improve every day.

Let’s have a chat!