• Develop sales (depending on the office where the substitute will be deployed) by moving from a limited offering to a broad range of products and services available in Retail offices.
• Translate commercial objectives into concrete weekly and daily targets (TOP 5 activities) for commercial staff.
• Coordinate, implement and follow up on sales actions and marketing campaigns in line with the guidelines of the Cluster Manager (telephone follow-up, lead follow-up, etc.).
• Sell and promote the products and services of bpost and its partners (bpost bank, Western Union, etc.).
• Follow up the office’s customer portfolio (CRM, customer files, etc.) by contacting clients and scheduling appointments.
• Stimulate and monitor sales within the office using centrally developed techniques and tools (e.g. Best Seller).
• Perform standard postal and financial transactions.
• Ensure and maximise customer satisfaction.
• Encourage commercial staff to adopt a customer-oriented and quality-driven mindset.
• Monitor KPIs related to customer satisfaction (waiting times, proactivity, customer friendliness, Mystery Shopping results, satisfaction surveys, etc.) and implement corrective actions where necessary.
• Inform and advise customers on bpost products and services, financial products (in accordance with the MiFID directive) and partner products, or ensure that customers are correctly informed and advised by customer advisors.
• Ensure follow-up of complaints at local level.
• Guarantee the quality and optimisation of services and operational activities.
• Control and optimise the quality of processes and operations according to defined KPIs (service accessibility, working methods, processes and procedures, safety standards, well-being at work, etc.).
• Optimise and monitor queue management.
• Correctly apply accounting, compliance and internal control rules in order to limit financial and operational risks.
• Ensure a safe working environment and proper use of infrastructure and equipment.
• Collaborate with the Cluster Manager regarding operational and infrastructural matters.
• Ensure operational management and coaching of a motivated team.
• Motivate commercial staff in carrying out sales actions and developing commercial opportunities.
• Set up, prepare and facilitate structured consultation moments with commercial staff.
• Promote teamwork with a focus on commercial objectives and quality of service delivery.
• Contribute to the further development of the network structure through the implementation and anchoring of projects within the Retail network.

• Upper secondary education
• Minimum 4 years of experience
• Solid knowledge of the second national language (depending on the place of employment)
• Thorough knowledge of products, services and procedures, as well as sales techniques and specific IT applications
• Thorough knowledge of the staff status, the functioning and organisation of the postal network, including rules, accounting procedures, guidelines and Compliance procedures

Like a long-awaited parcel, we want to make you feel welcome and valued. Our offer includes a competitive monthly salary, that goes without saying. On top of that, you can count on:

• Meal vouchers of €8 per working day 
• Hospitalization-, group- and disability insurances 
• 20 days of statutory leave and 7 additional extralegal days off  
• A year-end bonus, a performance-based bonus, and double holiday pay
• Discounts at more than 100 bpost partners