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