Customer Experience Associate

At Batgroup, we're not just aiming high – we're reaching for the stars! Our mission? To become the unrivaled global leader in "home well-being" by revolutionizing the cleaning industry. With a workforce of over 4,000 dedicated cleaning staff and 200 skilled office-based colleagues, we're already dominating the Swiss housecleaning segment with our innovative portfolio of direct service, recruitment, and fiduciary management brands. And with rapid expansion across Europe, our journey towards global leadership is only getting faster and more exciting!

Our primary purpose isn't just about business – it's about people. We're committed to ensuring that every worker in the cleaning industry enjoys declared and protected employment, with access to essential social and economic safety nets like pensions, sickness compensation, and paid annual leave. By fighting against the multi-billion franc cleaning black market, we're leveling the playing field and ensuring fair participation in vital systems like taxation and social fees. With our contractual agreements, customers can trust that they're inviting trustworthy professionals into their homes, backed by comprehensive insurance coverage. That's why our battle cry is to #fighttheblackmarket!

Batgroup is growing and that’s why we're seeking an Customer Experience Associate for one of our brands (PFA) in Lausanne, you will be responsible for ensuring the successful execution of cleaning services and coordinating between our cleaners and our customers.

Responsibilities

• Onboarding new customer and managing existing ones
• Amend cleaning schedules according to customer and agent needs
• Ensuring correct information is captured in the our systems to enable the successful planning, execution and billing of cleaning services
• Process damages and cleaning quality issues
• Help agents onboard and follow new agents during their initial time
• Provide answers to level-one admin questions regarding payroll and contracts
• Coaching our cleaners based on feedback from our customers, to ensure the continued quality of service.

Requirements