Customer Support Coordinator

vor 2 Wochen

Zurich, Schweiz greenteg AG Vollzeit

CORE is on a mission to unlock your performance potential with seamless, real-time core body temperature monitoring. CORE is the maker of the first and only non-invasive wearable that gives you continuous, accurate core body temperature monitoring and data so you can perform at your best.

CORE is a Zurich (Rumlang) based division of greenteg AG and provides expertise and technology for thermal management in sports.

The Role

You have a passion for endurance sports and understand how sportsmen and women think. You're equally at ease using a Garmin as you are with a Suunto. Strava is your social media platform of choice and you know the roads of Watopia back-to-front.

CORE’s Customer Support function ensures customer satisfaction and retention by addressing pre
- and post-purchase inquiries, resolving issues, and providing ongoing assistance and guidance.

It calls for skill in identifying and resolving customer issues efficiently and will require analytical and troubleshooting skills. You will need the ability to prioritise and address customer needs with a positive and empathetic approach. Clear and effective communication are key to conveying technical information or solutions in a way that is easily understood by customers

This role reports directly to the Sales and Customer Support Manager of CORE at greenteg AG.

This role is based in CORE’s Zurich HQ.

Objective
- Maintain high standards of customer care and act as an ambassador for the CORE brand
- Ensure customer queries are answered and resolved according to pre-defined deadlines

Outcome
- Maintain a high-level of customer satisfaction based on target KPIs (maintain high NPS, get response time under 12 hrs, improved resolution time)
- Develop in-depth knowledge of both the CORE technology as well as the concept of thermoregulation in sport.

Tasks
- Help optimize the running of the customer support team
- Contribute to organic growth by creating high customer satisfaction
- Direct communication with customers to promptly resolve questions and issues
- Compile customer feedback to help drive product improvements
- Managing and improving support tools (including automated processes) to better answer customer inquiries
- Contribute to monthly reporting process

**Requirements**:

- You should have excellent written and spoken English. Proficiency in German and other languages is beneficial
- A background or knowledge in endurance sports and a passion for sports technology is vital
- Any experience as an athlete or coach will be beneficial. This position may require you to communicate with professional athletes
- Proactive and a willingness to take on various tasks in a small team
- You like to tackle technical challenges and have a structured way of working. You are a fast learner and enjoy working with other people on your team
- We are looking for someone who will thrive in an entrepreneurial atmosphere within a mature start-up
- You have Swiss or EU/EFTA citizenship or a valid work permit for Switzerland.
- Ideally you should already be based in Switzerland or in the process of relocating.

**Benefits**:
We offer a collegial and striving international work environment in Zurich-Ruemlang. A motivated, dynamic and high-tech-oriented team is looking forward to welcoming you.

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