Chief Customer Experience Officer

vor 1 Tag


Zürich, Zürich, Schweiz FELFEL Vollzeit

Company Overview

FELFEL is a leading provider of innovative food and coffee solutions for the workplace. With a presence in Switzerland and beyond, we empower companies to offer their employees exceptional culinary experiences.

Salary

We offer an attractive salary package with a competitive annual gross income of CHF 120,000 - 150,000, commensurate with experience and qualifications.

About the Role

We are seeking an experienced Chief Customer Experience Officer to lead our customer service team. As a key member of our organization, you will be responsible for driving customer satisfaction, developing strategic initiatives, and fostering collaboration across departments.

Responsibilities

  • Team Leadership and Development
    • Guide a team of customer service managers to meet performance targets
    • Mentor and coach team members to enhance their skills and career growth
    • Conduct regular performance evaluations and provide constructive feedback
  • Data Analysis and Reporting
    • Analyze support data to identify trends and areas for improvement
    • Track key performance indicators such as Average Resolution Time and Customer Satisfaction Score
    • Prepare and present regular reports on team performance and customer feedback
  • Proactive Customer Care
    • Lead the team towards proactive solutions to enhance the customer service journey
    • Collaborate with other departments to align customer service strategies with overall business objectives
    • Utilize end-user feedback to guide business decisions and improve products and services

Requirements

  • 5+ years of customer support experience
  • At least 2 years of experience leading a team
  • Excellent verbal and written communication skills in English and German
  • Proficiency with customer service software, CRM systems, and analytical tools

Benefits

  • A generous salary package with a competitive annual gross income
  • A comprehensive benefits package including health insurance, retirement plan, and paid time off
  • The opportunity to work with a dynamic and growing company that values innovation and customer satisfaction


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