Customer Care Manager Swiss Market 100%

vor 18 Stunden

BielBienne, Schweiz Swatch Ltd Vollzeit

**Job description**:

- Ensure customer cases and queries are managed with good care
- Implementation and definition of targets and service standards as well as their development
- Leadership and development of the customer care team
- Manage and support the Customer Care team in their daily tasks
- Develop performance KPIs and fix measurable objectives for the department to achieve
- Coordination with Brand Manager, Retail Manager, Ecommerce Manager and Sales Manager to ensure delivery of customer requirements
- Analysis and processing of after-sales cases (exchanges / repairs / offers / quotes) for Swatch and Flik Flak
- Analysis of statistics and the creation of the resulting action plan
- Creation of reports
- 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 CS team in Swatch HQ

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

- Several years of professional experience in customer service or retail as well as experience in personnel management
- Practical experience with customer service software, databases and tools

**Professional requirements**:
**Languages**:
In addition, you possess excellent communications skills and are fluent in German and French (writing and speaking). You are also able to speak fluently in English.

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