Requirements: English
Company: TN Switzerland
Region: Le Mont-sur-Lausanne , Vaud
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Client:
LHH
Location:
Chtel Saint-Denis
Job Category:
Customer Service
Job Reference:
8e00b74ac3c2
Job Views:
4
Posted:
25.04.2025
Expiry Date:
09.06.2025
Job Description:
We are looking for a Customer Service Manager to join a prestigious company.
Your Responsibilities
- Leadership: Provide strategic direction and leadership to the customer service team, including setting goals, establishing performance metrics, and ensuring alignment with overall company objectives.
- Team Management: Recruit, train, and manage a team of customer service representatives; coach and mentor team members to ensure a high level of customer satisfaction.
- Process Improvement: Continuously evaluate and refine customer service processes to enhance efficiency and effectiveness, implementing new technologies and digitalization.
- Customer Experience: Champion a customer-centric approach across the organization and ensure that service efforts are aligned with delivering exceptional customer experiences.
- Compliance: Ensure that customer service operations comply with relevant worldwide regulations and industry standards, aligned with the organizations certifications related to Quality and Environment.
- Product Knowledge: Develop product knowledge among the Customer Service Team and stay updated on current references and brand information to provide accurate assistance.
- Cross-functional Collaboration: Collaborate with Sales, Marketing, and Operational Departments to relay customer insights and contribute to overall business growth.
- Supervise and participate in all daily activities of the department, including responding to inquiries, order processing, issue resolution, maintaining customer database and metrics, and managing B2B and B2C relationships.
Your Qualifications
- Highly service-minded with solid experience in managing local and international customer service teams with B2B and B2C clients.
- Previous experience in the luxury retail industry preferred.
- Strong interpersonal and communication skills, with demonstrated leadership in a collaborative and team-oriented environment.
- Motivated by complexity, structured, and efficient in operations.
- Dynamic and adaptable, able to multitask and work in a fast-paced environment.
- Proficient in customer relationship management (CRM) software.
- Fluent in English & French; German/Swiss German a plus.
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