Chief Customer Experience Officer
vor 1 Monat
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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