Customer service manager Suisse M/F

vor 1 Tag

Le MontsurLausanne, Schweiz TN Switzerland Vollzeit

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Client:

LHH

Location:

Châtel Saint-Denis

Job Category:

Customer Service

Job Reference:

8e00b74ac3c2

Job Views:

9

Posted:

21.01.2025

Expiry Date:

07.03.2025

Job Description:

We are looking for a Customer Service Manager to join a prestigious company.

Your Responsibilities:
  1. Leadership: Provide strategic direction and leadership to the customer service team, including setting goals, establishing performance metrics, and ensuring overall company objectives.
  2. Team Management: Recruit, train, and manage a team of customer service representatives; coach and mentor team members to ensure a high level of customer satisfaction.
  3. Process Improvement: Continuously evaluate and refine customer service processes to enhance efficiency and effectiveness, implementing new technologies and process digitalization.
  4. Customer Experience: Champion a customer-centric approach across the organization and ensure that customer service efforts are aligned with delivering exceptional customer experiences.
  5. Compliance: Ensure that customer service operations comply with relevant worldwide regulations and industry standards, and align with the organization’s certifications related to Quality and Environment.
  6. Product Knowledge: Develop product knowledge among the Customer Service Team and stay updated on the current references catalog and brand information to provide accurate and comprehensive assistance.
  7. Cross-functional Collaboration: Collaborate with Sales, Marketing, and Operational Departments to relay customer insights and contribute to overall business growth.
  8. Daily Activities: 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, with 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 strong interpersonal and communication skills, you have demonstrated leadership and prefer working in a collaborative and team-oriented environment.
  • Complexity motivates you; structure and efficiency help you operate.
  • Dynamic and adaptable, you can multitask and work in a fast-paced environment.
  • Proficient in customer relationship management (CRM) software.
  • Fluent in English & French; German/Swiss German is a plus.

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