Customer Service Manager
vor 1 Woche
Ce que tu feras
En tant qu’interlocuteur privilégié de tes clients pour toutes les demandes liées aux services fournis par Swisscom, tu leur proposes des améliorations continues ainsi que des mesures de développement. Tu pilotes activement le Life Cycle Management des solutions TIC déployées et identifies les potentiels d’upselling et de cross selling. Tu coopères étroitement avec l’Account Team et tu soignes les relations avec nos partenaires nationaux et internationaux. Tu entretiens avec eux des liens dans une optique durable. Par ta connaissance approfondie des solutions installées chez tes clients, tu leur offres en tout temps un soutien rapide et sans complication. Tu organises de manière autonome les Service Meetings et tu présentes le Service Reporting à tes clients. Tu surveilles et analyses les Service Levels au niveau des plateformes ainsi que dans le cadre d’incidents et de Changes. Tu participes également à l’amélioration constante des processus.
**Ce que tu apportes**
- Formation universitaire ou HES en systèmes d’information et de communications
- Tu es au bénéfice de plusieurs années d’expérience dans le monde des sociétés de services et d’ingénierie en informatique, dans la fourniture de services et solutions ICT aux grandes entreprises romandes
- Plusieurs années d’expérience dans le Customer Service Management, dans la fourniture de services managés et de l’outsourcing, très bonnes connaissances des processus ITIL
- Personnalité communicative et résistante à la pression, capable de négocier à tous niveaux
- Ton sens du service, tes capacités d’écoute et d’analyse font de toi un partenaire clé et apprécié
- Tes excellentes compétences linguistiques en français, anglais et allemand te permettent d’évoluer dans un environnement international
- Affectionnant travailler en équipe, tu es indépendant, autonome et orienté satisfaction clients
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