Customer Experience Assistant

OWN18 is redefining the second-home market through a fractional ownership model that makes exceptional properties and experiences more accessible. We combine the benefits of owning a second home with a professional approach to property management and customer service.

You will work directly with OWN18’s management team, currently composed of:

• Bernard Wilmet — Founder & CEO
• Didier Delhaye — CFO
• John Wittesaele — CMO
• Paul Defrenne — Operations Manager

The position combines remote work with on-site collaboration. The team meets weekly in Uccle, Brussels, to coordinate activities, share progress and drive the business forward.

As Customer Experience Assistant, you will play a key role in delivering an outstanding experience throughout the entire customer journey — from the first expression of interest to becoming a happy and engaged owner.

Working closely with management, sales and operations, you will coordinate a diverse range of activities spanning pre-sales, sales support, post-sales administration and day-to-day customer operations.

This is a hands-on, multifaceted role for someone who enjoys taking ownership, bringing structure to a growing business and building strong relationships with customers and partners.

The role is designed to evolve alongside OWN18, offering the opportunity to contribute directly to the development of the company and its customer experience standards.

You will help ensure that prospective customers receive clear, accurate and compelling information about each OWN18 property.

• Coordinate the production and quality of marketing materials, including photography, videos and other property visuals.
• Collect, organize and validate the information required for sales brochures and property presentations, covering construction quality, floor plans, layouts, surface areas, surroundings, local amenities and activities.
• Support the planning and organization of customer and prospect events.
• Ensure that property information and sales materials remain accurate, consistent and up to date.
  

Selling an OWN18 property goes beyond traditional real estate. It means communicating the value, lifestyle and benefits of fractional ownership.

You will support the sales team in delivering a smooth, personalized and professional experience to every prospect.

• Coordinate the practical preparation of property visits and ensure that all arrangements run smoothly.
• Help prospects make the most of their visits by providing useful local information, including accommodation, restaurants, activities and transport options.
• Review, develop and improve customer communication templates to ensure consistency and quality throughout the sales process.
• Maintain accurate and up-to-date prospect information and interaction histories in Pipedrive.
• Help optimize the use of Pipedrive by supporting the sales team with CRM processes, follow-ups and best practices.
• Review and improve the different communication templates used

The period between a customer's purchase commitment and the delivery of their property is critical to building confidence, maintaining engagement and ensuring a successful transition to ownership.

Clear communication, reliable follow-up and attention to detail are essential.

• Coordinate administrative and legal documentation in collaboration with management and relevant professional advisers.
• Prepare contracts and collect the personal information and supporting documents required from customers.
• Monitor customer payment schedules and follow up on outstanding payments.
• Assist with the establishment of the Société Simple associated with the ownership structure.
• Maintain regular contact with customers, providing timely updates and responding to questions throughout the delivery process.
• Contribute to the preparation and distribution of newsletters and customer communications, including:
• Project updates: construction progress, furnishing, deliveries and other key milestones.
• Community newsletters: news, updates and initiatives designed to strengthen the OWN18 owner community.
• Identify opportunities to improve transparency, engagement and the overall transition from customer to owner.
  

Our ambition is for every owner to feel well taken care of. A positive ownership experience is essential to customer satisfaction, retention and recommendations.

You will act as the central coordination point for customer requests, working with the relevant internal teams and external service providers to ensure that issues are handled efficiently.

• Serve as the primary point of contact for customer requests and questions.
• Monitor and manage incoming requests through OWN18's ticketing system.
• Assess priorities, track progress and ensure that requests are directed to the appropriate person or service provider.
• Assign responsibilities and follow up on outstanding issues to ensure timely resolution.
• Coordinate with external service providers and maintain effective working relationships.
• Support the preparation of properties for operational readiness and help ensure that they continue to run smoothly.
• Identify recurring issues and propose practical improvements to service quality and operational processes.
  

We are looking for a proactive, organized and solution-oriented individual who takes pride in delivering an excellent customer experience.

You are comfortable managing a varied workload, coordinating different stakeholders and following tasks through to completion. You combine strong interpersonal skills with a structured approach and a keen eye for detail.

Your key strengths include:

• Organization and reliability: You can manage multiple priorities, keep track of details and ensure that nothing falls through the cracks.
• Customer orientation: You enjoy helping people, anticipate their needs and communicate with professionalism, empathy and clarity.
• Problem-solving: You take initiative, look for practical solutions and know how to coordinate the right people to resolve an issue.
• Communication: You are confident communicating with customers, colleagues, management and external partners.
• Adaptability: You enjoy working in a growing company where processes evolve and new challenges arise.
• Ownership and initiative: You are comfortable working independently, taking responsibility and suggesting improvements.
• Digital proficiency: You are confident using digital tools and willing to master CRM and ticketing systems, particularly Pipedrive.

Previous experience in customer experience, customer service, sales support, hospitality, property management or operations would be an advantage.

Fluency in all three of the following languages is required:

• French
• Dutch
• English

Spanish is a plus.

• Location: Remote work combined with on-site collaboration in Uccle, Brussels.
• Team interaction: Weekly in-person team meetings in Brussels.
• Employment: Open to both part-time and full-time candidates.
• Workload: Responsibilities and priorities will be adapted to the agreed working hours.
  

This is an opportunity to join an ambitious and entrepreneurial team at an exciting stage of its development.

You will work directly with the company's management, have a broad view of the business and play a meaningful role in shaping the customer experience at every stage of the ownership journey.

If you enjoy combining customer interaction, coordination, problem-solving and operational responsibility, and would like to contribute to a company setting new standards in the second-home market, we would love to hear from you.