Customer Experience Coordinator
Vor 3 Tagen
About Batgroup
">We're a pioneering force in the cleaning industry, driven by a mission to revolutionize home well-being. With over 4,000 dedicated cleaning staff and 200 skilled office-based colleagues, we've established ourselves as the leading provider of direct service, recruitment, and fiduciary management brands in Switzerland.
Our commitment extends beyond business success – we're dedicated to ensuring fair participation in vital systems like taxation and social fees. By fighting against the multi-billion franc cleaning black market, we're leveling the playing field for workers in the cleaning industry. With our contractual agreements, customers can trust that they're inviting trustworthy professionals into their homes, backed by comprehensive insurance coverage.
A Role with Purpose
We're seeking an experienced professional to join our team as a Customer Experience Associate for one of our brands (PFA) in Lausanne. As a key member of our team, you'll be responsible for ensuring the successful execution of cleaning services and coordinating between our cleaners and our customers.
Your Key Responsibilities
- Onboard new customers and manage existing relationships to ensure seamless delivery of cleaning services.
- Amend cleaning schedules according to customer and agent needs, guaranteeing timely and efficient service delivery.
- Ensure accurate information is captured in our systems to facilitate successful planning, execution, and billing of cleaning services.
- Process damages and cleaning quality issues efficiently, minimizing disruption to our customers.
- Support agents during their onboarding process and provide coaching based on customer feedback to maintain exceptional service quality.
- Provide answers to level-one administrative questions regarding payroll and contracts, ensuring clarity and transparency for our customers.
What We Offer
- Competitive estimated salary: CHF 45,000 - 55,000 per annum, depending on experience.
- Opportunities for growth and professional development within a dynamic and innovative company.
- A collaborative and supportive work environment that fosters teamwork and open communication.
- Comprehensive training and ongoing support to ensure your success in the role.
Requirements
- Fluent proficiency in French and English is mandatory; German is an asset.
- Demonstrated ability to handle complaints and resolve issues in a solution-oriented manner.
- Excellent communication and telephone etiquette skills, with the ability to build strong relationships with customers and colleagues.
- Strong attention to detail, speed, and accuracy in performing tasks and responsibilities.
- Proactivity and ability to work with minimal supervision, demonstrating a self-starter attitude and willingness to take ownership of tasks.
- Social, friendly, and motivated attitude, with a passion for delivering exceptional customer experiences.
- Fast learner with the ability to multitask and adapt to changing priorities and deadlines.
- Hands-on personality and the ability to thrive in a fast-paced environment.
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