Customer Service Strategist

Vor 3 Tagen


Zürich, Zürich, Schweiz FELFEL Vollzeit

We are seeking a highly skilled Customer Service Lead to join our team at FELFEL. This is an exciting opportunity for a seasoned professional with 5+ years of customer support experience and at least 2 years of leadership experience.

About the Role

As the Customer Service Lead, you will be responsible for driving service excellence across departments and teams. Your primary goal will be to ensure that our customers have a seamless experience with both FELFEL and Gavetti.

In this role, you will oversee a team of Customer Service Managers and provide guidance on performance management, mentoring, and coaching. You will also be responsible for implementing strategic improvements, process optimization, and data analysis.

Key Responsibilities
  • Lead and motivate a team of Customer Service Managers to meet and exceed performance targets.
  • Mentor and coach team members to enhance their skills and career growth.
  • Analyze support data to identify trends, root causes, and areas for improvement.
  • Implement strategic initiatives to enhance the customer service journey through new technologies, tools, and processes.
  • Act as the primary point of contact for escalated issues, ensuring timely and satisfactory resolutions.
Requirements

To succeed in this role, you will need:

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

FELFEL offers a competitive salary and benefits package, including:

  • A base salary of approximately $80,000 per year.
  • Lots of delicious food available at work.
  • Best Barista-style coffee and tea for the whole team.
  • 5 weeks holiday per year, plus two full weeks of 'work from anywhere' per year.
About Us

FELFEL is a family business that was founded in 2013. We take care of around 1000 locations in Switzerland and have 150 employees across our offices in Lausanne, Zurich, and New York. Our mission is to help Swiss employers become masters at Hospitality by providing them with first-class, ultra-fresh food and drinks throughout the day.



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