Digital Customer Service Manager

Vor 2 Tagen


Basel, Schweiz MCH Vollzeit

Job ID 534

**Your responsibilities**:

- Be the escalation point for customer issues.
- Support the Digital Sales team with feedback and insights on customer experience.
- Support community managers to improve conversion and subscription rates.
- Manage inbound flow and settings across the main markets.
- Fulfill reporting requirements on service's qualititative and quantitative KPI's.
- Work with the Digital Product team on logging, tracking and prioritizing bugs and change requests.
- Document, analyse and improve workflow, processes and policies.
- Propose and manage projects to boost service quality and customer experience.
- Hold product tutorials for important clients.
- In a second phase:_
- Manage, train and guide a team of external customer service agents.
- Set KPI's, track performance, coach and lead them to goals achievement.

**Your profile**:

- Bachelor's degree or higher.
- Experience in a customer-oriented field.
- Knowledge of main cloud platforms (Microsoft, Salesforce, Google etc) and high level website technology.
- Excellent English.
- Fluency in a second language (German, French, Italian, or Mandarin).
- A calm and positive attitude.
- Ability to identify issues and waste in the work processes, and document them for further prioritization and solution.
- Displays strong leadership qualities, problem solving skills, decision making abilities and strong business judgment.
- Interest in other team members' attitudes, interests, skillsets and focus on mutual development and performance.

**Your employer**:

- The MCH Group is a leading international live-marketing company with a comprehensive services network spanning the entire exhibition and event market
- We develop traditional trade fairs to modern platforms and communities.
- Our exhibition portfolio includes around 90 own and guest exhibitions, and we complete around 1800 projects worldwide each year
- Our nearly 700 colleagues are active all over the globe

What to expect? Flexible working hours, a modern infrastructure, good social security, appealing benefits and a dynamic environment. You will find more information on the MCH Group here.



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