Customer Care Manager 100%

Vor 2 Tagen

BielBienne, Schweiz Swatch Ltd Vollzeit

**Job description**:
Main responsibilities will include:

- Responsible for the overall customer satisfaction for the brand
- Responsible for the D A CH markets customer care service, with a main focus on the Swiss Market
- Leadership and development of the Swiss Market and International Customer Care team
- Management of Salesforce Service Cloud system ensuring that all customer queries are responded within the expected period
- Ensure customer cases are managed with good care
- Take ownership and personal care of high-level cases and help to resolve them, follow up and find solutions for satisfactory resolution
- Implementation and definition of targets and service standards as well as their development
- Manage and support the Customer Care team in their daily tasks
- Develop performance KPIs and fix measurable objectives
- Analysis of statistics and the creation of the resulting action plan
- Creation of reports
- Definition of necessary communication material
- Increase customer satisfaction and loyalty as well as fulfilment of customer expectations
- Evaluate Customer satisfaction level and fix objectives to maintain optimal customer satisfaction level
- Collaboration with Technical Care team and other internal partners at Swatch HQ.

**Profile**:
**Profile**:

- Several years of professional experience in Customer Care or similar role, as well as experience in people management
- Practical experience with Customer Care software (Salesforce), databases and tools
- Experience in front-line client case handling through a variety of channels
- Ability to lead and drive a team, at local and international level

**Professional requirements**:
Furthermore, you have excellent attention to detail and the ability to manage your priorities in line with the business needs. You have strong people, communication skills and are at ease in dealing with customers with an open, customer-oriented approach.

**Languages**:
In addition, you are fluent in German and English (writing and speaking). Other languages would be a plus.

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