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Customer Care Manager M / F

Customer Care Manager M / F

LHHBern, Bern, Switzerland
Vor 30+ Tagen
Anstellungsart
  • Unbefristet
Stellenbeschreibung

We are currently looking for a customer care manager to join a prestigious watchmaking company located in Biel.

The position is permanent and requires leadership and management skills.

Main responsibilities :

  • Responsible for the overall customer satisfaction for the brand
  • Responsible for the markets customer care activities, with focus on the Swiss Market
  • Leadership and development of Customer Care team
  • Management of Salesforce Service Cloud system ensuring that all customer queries are responded within the expected period
  • Ensure customer cases are managed with good care
  • Be in constant contact with our customers via various communication channels (e.g. e-mail, live chat, phone, social media) in order to identify their needs and derive measures from them
  • Take ownership and personal care of high-level cases and help to resolve them, follow up and find solutions for satisfactory resolution
  • Implementation and definition of targets and service standards as well as their development
  • Manage and support the Customer Care team in their daily tasks
  • Develop performance KPIs and fix measurable objectives
  • Analysis of statistics and the creation of the resulting action plan
  • Creation of reports
  • Definition of necessary communication material
  • Increase customer satisfaction and loyalty as well as fulfilment of customer expectations
  • Evaluate Customer satisfaction level and fix objectives to maintain optimal customer satisfaction level
  • Collaboration with Technical Care team and other internal partners

Profile :

  • Several years of professional experience in Customer Care or similar role as well as experience in personnel management
  • Ability to detect areas of improvement and drive the necessary project to implementation.
  • Practical experience with Customer Care software (Salesforce), databases and tools
  • Experience in front-line client case handling through a variety of channels (phone, e-mail, live chat, social media)
  • Ability to lead and drive a team, at local and international level
  • Fluent in French, English and German

    • LI-LW1 #LI-Hybrid