Customer Service Lead

vor 8 Stunden

Zürich, Schweiz FELFEL AG Vollzeit

YOUR RESPONSIBILITIES:

Team Leadership and Development

  • Lead and Motivate: Guide a team of Customer Service Managers to meet and exceed performance targets, fostering a positive and collaborative work environment.
  • Mentorship: Provide coaching and professional development opportunities to team members, enhancing their skills and career growth.
  • Performance Management: Conduct regular performance evaluations, set clear objectives, and provide constructive feedback.

Customer Service Excellence

  • Quality Assurance: Ensure high-quality standards in ticket resolution, aiming to resolve 95% of tickets within the team without dependency on other Business Units.
  • Timely Responses: Oversee first reply times to ensure responses meet or exceed KPIs.
  • Customer Satisfaction: Own the reactive process of restoring service satisfaction, proactively engaging with customers to resolve issues.

Process Optimization

  • Tool Implementation: Set up and refine tools, views, and processes that enable the team to handle incoming tickets efficiently.
  • Process Improvement: Critically evaluate existing workflows, introducing more effective processes to improve efficiency and effectiveness.
  • Automation Initiatives: Drive the implementation of self-service options and automation to reduce ticket volume over time.

Data Analysis and Reporting

  • Trend Analysis: Analyze support data to identify trends, root causes, and areas for improvement.
  • KPI Monitoring: Track key performance indicators such as Average Resolution Time, First Contact Resolution, Customer Satisfaction Score (CSAT), Customer Health Score (CHS), and Customer Effort Score (CES).
  • Reporting: Prepare and present regular reports on team performance, customer feedback, and service metrics with resulting strategies and approach to senior management.

Proactive Customer Care

  • Strategic Initiatives: Lead the team towards proactive solutions, enhancing the customer service journey through new technologies, tools, and processes.
  • Cross-Functional Collaboration: Work closely with other departments to align customer service strategies with overall business objectives.
  • Customer Feedback Integration: Utilize end-user feedback to guide business decisions and improve products and services.

Stakeholder Engagement

  • Senior Interaction: Effectively communicate with senior stakeholders, providing insights and recommendations based on customer service data.
  • Escalation Point: Act as the primary point of contact for escalated issues, ensuring timely and satisfactory resolutions.

Quality Monitoring and Continuous Improvement

  • Centralized Tracking: Implement systems to centrally track quality metrics and ensure data-driven decision-making.
  • Feedback Loops: Establish immediate feedback mechanisms to continuously refine customer service practices.
  • Best Practices: Promote and share customer service best practices within the team and across the organization.

YOUR KPIs:

  • Response time
  • Average Resolution Time
  • First Contact Resolution
  • Customer Satisfaction Score (CSAT)
  • Customer Health Score (CHS)
  • Customer Effort Score (CES).

WHO YOU ARE:

  • You have 5+ years of Customer Support experience and at least 2 years experience leading a team
  • Excellent verbal and written communication skills in English and German, French and additional languages are a plus
  • Proficiency with customer service software, CRM systems, and analytical tools. (Ex. Hubspot, Tableau)
  • Advanced troubleshooting and problem-solving abilities.
  • Strong leadership and communication skills
  • Analytical thinking and a strong process-oriented mindset
  • You must have a customer-centric approach

OUR BENEFITS

  • Lots of delicious food, just a few steps away from your desk - we make your gastronomic dreams come true
  • Best Barista-style coffee and tea for the whole team, thanks to our innovative Gavetti coffee machine
  • 5 weeks holiday per year, as well as two full weeks of ‘work from anywhere’ per year to bring more variety to your work day
  • We encourage our employees to use public transport by covering your half-fare travel card
  • New parents get 16 or 3 weeks, respectively, of fully paid parental leave. We also support the return to work by making a generous financial contribution to childcare until the child reaches kindergarten age.
  • Great team events, such as our well-known FELFEL Summer Outing

If this sounds like the right job for you, APPLY NOW, we are looking forward to hearing from you Ideally, your application includes a short video of yourself, in which you explain in ca. 1-2 minutes why you are the right person for this role.

MORE ABOUT US

FELFEL is all about good food and coffee in the workplace: we help Swiss employers become masters at Hospitality. With our smart fridge ‘FELFEL’ and delicious barista coffee ‘Gavetti’, we enable companies to provide their employees with first-class, ultra-fresh food and drinks throughout the day. Whether hearty and traditional, modern and vegan or high in protein - our weekly changing menu ensures that all employees always have something to be excited about ;).

FELFEL is a family business that was founded in 2013. Today, we take care of around 1000 locations in Switzerland, and have 150 employees across our offices in Lausanne, Zurich and New York.

www.felfel.ch

  • Customer Service Strategist

    Vor 4 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 RoleAs the Customer Service Lead, you will be responsible for driving service excellence across departments and...

  • International Customer Service Leader

    vor 3 Wochen

    Zürich, Zürich, Schweiz Zurich Insurance Company Vollzeit

    Macht dir die Arbeit in einem internationalen Umfeld Spass? Wir suchen einen erfahrenen International Customer Service Leader, der in unserer Schweizer Niederlassung arbeitet. Als Teil unseres Grosskundengeschäfts, werden Sie die Führung, das Coaching und die Entwicklung des Teams von 7 Personen verantworten. Ihre Aufgaben umfassen die Implementierung...

  • Customer Practice Manager, Professional Services

    Vor 4 Tagen

    Zürich, Schweiz Amazon Vollzeit

    Customer Practice Manager, Professional ServicesJob ID: 2817746 | Amazon Web Services Argentina S.R.L.The Amazon Web Services Professional Services team is looking for Customer Practice Managers (CPM) who can lead and/or support significant customer programs during the solution and pursuit stages, develop a long-term Professional Services strategy and...

  • Swarovski Global Customer Experience Leader

    Vor 4 Tagen

    Zürich, Zürich, Schweiz Swarovski Vollzeit

    About the JobWe are seeking a highly experienced Global Customer Experience Leader to drive our GCCS strategy, focusing on continuous improvement and innovation. This role will lead the development and implementation of strategies to enhance customer-centricity, resulting in increased lifetime value.Your key responsibilities include:Collaborate with Customer...

  • Customer Experience Strategy Lead

    vor 3 Wochen

    Zürich, Zürich, Schweiz Migros Online Vollzeit

    Customer Experience Strategy LeadWe are seeking a skilled Customer Experience Strategy Lead to support our CX research team in promoting strategic and tactical customer insights across the organisation.The ideal candidate will have a strong focus on customer-centricity and excellent leadership skills to grow and mentor their team.The Customer Experience...

  • Customer Support Team Lead

    vor 3 Wochen

    Zürich, Zürich, Schweiz Relai AG Vollzeit

    Role OverviewWe're looking for a skilled Customer Support Team Lead to join Relai AG, a Swiss-licensed Bitcoin-focused financial service provider. As a key member of our support team, you'll be responsible for delivering exceptional customer experiences and driving process improvements.Main ResponsibilitiesLead and mentor a team of Customer Support Agents,...

  • Customer Support Engineering Team Lead

    vor 1 Monat

    Zürich, Zürich, Schweiz SR Technics Group Vollzeit

    Job SummaryWe are seeking a highly experienced Customer Support Engineering Team Lead to join our team at SR Technics Group. As a key member of our organization, you will be responsible for leading and developing a team of Customer Support Engineers, ensuring the implementation and monitoring of customer requirements, and optimizing the Engine Maintenance...

  • Strategic Customer Engagements Deal Lead

    vor 3 Wochen

    Zürich, Zürich, Schweiz AWS EMEA SARL (Switzerland Branch) Vollzeit

    About the JobAWS EMEA SARL (Switzerland Branch) is seeking a highly skilled and results-driven individual to join our Strategic Customer Engagements (SCE) team as a Strategic Customer Engagements Deal Lead.As a key member of our team, you will be responsible for managing the end-to-end deal cycle for strategic, large, complex, or highly competitive deals....

  • Team Lead Customer Relationship

    vor 2 Wochen

    Zürich, ZH, Schweiz Federation International de Football Association (FIFA) Vollzeit

    Team Lead Customer Relationship **Department**:Ticketing, Hospitality & Stadium Revenue **Employment Type**:Permanent - Full Time **Location**:Zurich Description **As the organiser of some of the biggest and most iconic sport events in the world, we lead the way in the sport and event industry.** **Join the Ticketing CRM team and support us on our...

  • Customer Support Engineering Leader

    vor 4 Wochen

    Zürich, Zürich, Schweiz SR Technics Vollzeit

    About the RoleThe Customer Support Engineering department is a key interface between our customers and the engine shop. This team provides tailored solutions to meet customer needs and manages technical requirements from regulators, OEMs, and customers.The department is responsible for ensuring service levels to internal and external customers are...

  • Head of Customer Service

    vor 2 Wochen

    Zürich, Schweiz FELFEL AG Vollzeit

    YOUR RESPONSIBILITIES:Team Leadership and DevelopmentLead and Motivate: Guide a team of Customer Service Managers to meet and exceed performance targets, fostering a positive and collaborative work environment.Mentorship: Provide coaching and professional development opportunities to team members, enhancing their skills and career growth.Performance...

  • Head of Customer Service

    vor 2 Wochen

    Zürich, Schweiz FELFEL AG Vollzeit

    YOUR RESPONSIBILITIES:Team Leadership and DevelopmentLead and Motivate: Guide a team of Customer Service Managers to meet and exceed performance targets, fostering a positive and collaborative work environment.Mentorship: Provide coaching and professional development opportunities to team members, enhancing their skills and career growth.Performance...

  • Head Of Customer Service

    vor 2 Wochen

    Zürich, Schweiz FELFEL AG Vollzeit

    YOUR RESPONSIBILITIES:Team Leadership and DevelopmentLead and Motivate: Guide a team of Customer Service Managers to meet and exceed performance targets, fostering a positive and collaborative work environment.Mentorship: Provide coaching and professional development opportunities to team members, enhancing their skills and career growth.Performance...

  • Head Of Customer Service

    vor 2 Wochen

    Zürich, Schweiz FELFEL AG Vollzeit

    YOUR RESPONSIBILITIES:Team Leadership and DevelopmentLead and Motivate: Guide a team of Customer Service Managers to meet and exceed performance targets, fostering a positive and collaborative work environment.Mentorship: Provide coaching and professional development opportunities to team members, enhancing their skills and career growth.Performance...

  • Head of Customer Service

    vor 2 Wochen

    Zürich, Schweiz FELFEL AG Vollzeit

    YOUR RESPONSIBILITIES:Team Leadership and DevelopmentLead and Motivate: Guide a team of Customer Service Managers to meet and exceed performance targets, fostering a positive and collaborative work environment.Mentorship: Provide coaching and professional development opportunities to team members, enhancing their skills and career growth.Performance...

  • Customer Practice Manager, Professional Services

    vor 4 Wochen

    Zürich, Schweiz Amazon Vollzeit

    Customer Practice Manager, Professional ServicesThe Amazon Web Services Professional Services team is looking for Customer Practice Managers (CPM) who can lead and/or support significant customer programs during the solution and pursuit stages, develop a long-term Professional Services strategy and execute that strategy with those customers. The CPM is a...

  • ​customer Research Lead

    vor 2 Wochen

    Zürich, Schweiz Migros Online Vollzeit

    Do you have a positive mindset, know how to promote a team and live a strong focus on customer-centricity? We are looking for an experienced lead to support our CX research team to promote strategic and tactical customer insights across the organisation.What impact do you have?Grow and mentor your team, create a culture of positivity, innovation,...

  • Customer Service Strategist for Workplace Experience

    vor 1 Woche

    Zürich, Zürich, Schweiz FELFEL AG Vollzeit

    About UsFELFEL AG is a leading provider of innovative workplace solutions, dedicated to enhancing the employee experience through high-quality food and beverages.Job DescriptionWe are seeking an exceptional Custome...r Service Strategist to lead our efforts in delivering outstanding customer service across our locations. As a key member of our team, you will...

  • Strategic Customer Success Lead

    vor 2 Wochen

    Zürich, Zürich, Schweiz PastaHR Vollzeit

    Job DescriptionWe are seeking a highly motivated and results-driven Strategic Customer Success Lead to join our team at PastaHR.The ideal candidate will have excellent communication and interpersonal skills, with the ability to build strong relationships with customers and drive business growth through strategic partnerships.Salary: $80,000 - $120,000 per...

  • Head of Operations and Customer Service Lead

    vor 3 Wochen

    Zürich, Zürich, Schweiz ofri Internet GmbH Vollzeit

    The ideal candidate for this role will possess a strong leadership background, with a proven track record in operational excellence and customer service. Our company, ofri Internet GmbH, is a small but ambitious team of 10 dedicated individuals, and we're looking for someone to help us drive our processes and propel us toward our goals.As our Head of...