We are looking for a customer Service Manager to join a prestigious company located in Châtel Saint-Denis.

Your Responsibilities

Leadership : provide strategic direction and leadership to the customer service team, including setting goals, establishing performance metrics, and ensuring the overall company objectives

Team Management : recruit, train and manage a team of customer service representatives; this includes coaching and mentoring team members to ensure high level of customer satisfaction

Process Improvement : continuously evaluate and refine customer service processes and processes to enhance efficiency and effectiveness, implementing new technologies and process digitalization

Customer Experience : championing a customer-centric approach across the organization and ensuring that customer service efforts are aligned with delivering exceptional customer experiences

Compliance : ensure that customer service operations comply with relevant worldwide regulations and industry standards and is aligned with the organization’s certifications related to Quality and Environment

Product Knowledge : Develop product knowledge amongst the Customer Service Team and stay updated on the current references catalog and brand information to provide accurate and comprehensive assistance

Cross-functional Collaboration : collaborate with Sales, Marketing and Operational Departments to relay customer insights and contribute to overall business growth

Supervise and participate in all daily activities of the department, such as responding to Inquiries, Order Processing, Issue Resolution, Maintaining Customer Database and Metrics and Managing B2B and B2C Relationships

Your Qualifications

• You are highly service minded, and you have a solid experience in managing a local and international customer service team with B2B and B2C clients
• Previous experience in the luxury retail industry preferred
• With your strong interpersonal and communication skills, you have already experienced your leadership and you privilege working in a collaborative and team-oriented environment
• Complexity is one of your motivators, structure and efficiency is what helps you operate
• Dynamic and adaptable, you are able to multitask and work in a fast-paced environment
• Proficient in customer relationship management (CRM) software
• Fluent in English & French - German / Swiss German a plus

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