Customer Support Lead

vor 3 Wochen

Opfikon, Schweiz General Motors Vollzeit

**Job Description**:
**To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should have an experience of leading a customer support team and handle escalated queries, you should also be familiar with help desk software. Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.**

**Key Responsibilities**
- Monitor and manage the performance of the customer support representatives
- Identify customer needs and teach customers how to use vehicle and mobile app features
- Update our internal databases with information about technical issues and useful discussions with customers
- Monitor customer complaints on different channels and proactively reach out to provide assistance
- Leverage customer data to offer customers our new products & services intentionally and proactively
- Inform customers about new features, functionalities, and updates across enterprise
- Monitor regional customer cases and ensure high closure rate and customer satisfaction
- Gather customer feedback and share with our Product, Customer Experience (CX), Sales and Marketing teams
- Assist in validating market launch procedures and assist in training junior Customer Support Representatives
- Support ad hoc requests that drive business results, customer satisfaction and/or global alignment
- Work across the organization SMEs and business partners to deliver transparent and efficient customer support

**Required Qualifications**:

- Bachelor’s degree required
- Experience as a Customer Support Specialist or similar CS role
- Experience using help desk software and remote support tools
- Experience in handling escalated queries
- Experience in leading a customer support team
- Understanding of how CRM systems work
- Excellent communication and problem-solving skills
- Multi-tasking abilities and patience when handling tough cases
- Prior Experience in working in commercial environment
- Capacity to consolidate multiple sources of disparate information into easy-to-understand views for customers
- Fluency of English and at least two of the main Swiss local languages: German, French, Italian

**Additional Job Description**:
**Preferred Skills**:

- Customer Focus - ability to gather customer insights and prioritize product features or processes appropriately
- Cross functional collaboration skills and the ability to handle ambiguity
- Organizational and learning agility
- Business and technical acumen
- Familiarity with the automotive industry is a plus
- Knowledge of direct-to-consumer (D2C) business model

**About GM**:
Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

**Why Join Us**:
We aspire to be the most inclusive company in the world. We believe we all must make a choice every day - individually and collectively - to drive meaningful change through our words, our deeds and our culture. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.

**Diversity Information**:
General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities.

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