JobCloud – Head of Customer Service Mid-Market – Geneva – Zurich, Switzerland
Job Description
Job Description
We are seeking a passionate Head of Customer Service w/m/d to lead our team of 7 customer service representatives in delivering exceptional service to our customers (medium-sized companies).
You ensure long-term customer satisfaction and success for the company, by meeting the customers’ needs and actively improving their return on investment.
If you have relevant experience in managing teams, laying out a strategic direction, and delivering results in a service-focused environment, then we can’t wait to get to know you!
What Makes You With Us
- Lead and manage a team of customer service representatives (Customer Care, Client Success, Tech support) to provide exceptional customer service
- Develop and implement policies and procedures for customer service
- Monitor and analyze customer service metrics to identify areas for improvement
- Train and develop customer service staff to ensure they have the necessary skills to provide excellent service
- Collaborate with other departments, such as Sales and Product Development and Sales & Service operations to improve the overall customer experience
- Collaboration with the Chief Service & Sales Operations and Pricing Manager on defining new pricings for pay-per-duration packages and pay-per-performance pricings
- Develop and maintain relationships with key customers and partners
- Manage customer service budget and resources
What You Bring With You
- At least 5+ years of experience leading a customer service team
- Strong leadership and management skills
- Excellent communication and interpersonal skills
- Strong problem-solving and analytical skills
- Experience with customer service software and tools
- Strong attention to detail
- Ability to work well in a fast-paced environment
- Hands-on mentality, flexibility to actively support the team during high workload
- Fluent in English, skills in French and/or German are a plus
What You Get
- An opportunity to make a difference to millions of job seekers
- The freedom to take on responsibility and implement your ideas
- A unique corporate culture and a helpful and open environment
- Home office possibilities & flexible working hours
- Attractive working conditions & benefits
- CHF 105’000: This is the minimum salary you can expect for this position. Based on your qualifications your salary can be higher.
