![Nidecker Group](https://media.trabajo.org/img/noimg.jpg)
Customer Service Team Lead
vor 1 Woche
Founded in 2021 with Nidecker Group, Equip Club SA have had one mission in mind: provide people with the opportunity to rent premium sports equipment.
Any sport, anytime, anywhere.With fully autonomous stations for Stand Up Paddle or Multisport; Equip aim at connecting sports and communities in three easy steps.
Simply reserve, grab and go
Today, Equip is based in Rolle - Switzerland - on the French-Swiss Riviera, close to the Lake Leman and the Alps.
For more information, visit our website:
Role opened:
January 19, 2024
Tentative start date:
Immediately
Tasks
At EQUIP, we are excited to announce the opportunity for a skilled and enthusiastic individual to join our team as a Customer Service Team Lead.
- Build, lead and manage a team of customer service representatives, ensuring highquality service delivery.
- Manage shifts and schedules, even on weekends, to ensure the continuity of our services.
- Develop and implement strategies for effective customer service, including training programs for team members.
- Monitor team performance, providing regular feedback and coaching to enhance service quality.
- Analyse customer feedback and service metrics to identify areas for improvement and implement changes.
- Collaborate with other departments to ensure a cohesive customer service experience across all touchpoints.
- Handle complex customer queries and complaints, ensuring timely and satisfactory resolution.
- Contribute to the development of customer service policies and procedures.
- Oversee the recruitment and onboarding of new team members.
- Stay informed about industry best practices and integrate new ideas to enhance customer service.
Requirements:
- Fluent English and French, proficient German is a plus.
- Proven experience in customer service management and strategic change.
- Strong leadership skills with the ability to motivate and guide a team.
- Excellent communication and interpersonal skills.
- Ability to analyse data and make informed decisions.
- A customercentric mindset with a commitment to delivering exceptional service.
- Experience in conflict resolution and handling customer complaints.
- Familiarity with customer service software and CRM tools.
- Bachelor's degree in business administration, communications, or related field preferred.
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