customer service manager à Lugano Nord

publié
contact
Andrea Pace, Lugano
type d'emploi
indeterminato
postuler >

job details

publié
lieu
lugano nord, tessin
secteur
Administration
type d'emploi
indeterminato
référence
205363-2
contact
andrea pace, lugano
téléphone
091 922 21 50
postuler >

description du poste

For our estimated Client, leader in medical/healthcare industry in Switzerland, we are currently looking for an experienced Customer Service Manager on exclusive mandate. He/She will be responsible to coordinate a team of 3 agents to provide excellent customer service and to promote this idea throughout the organisation. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

His/Her main responsibilities will be focused on (but not limited to):

  • Improve customer service experience, create engaged customers and facilitate organic growth
  • Take ownership of customers issues and follow problems through to resolution
  • Set a clear mission and deploy strategies focused towards that mission
  • Develop service procedures, policies and standards
  • Keep accurate records and document customer service actions and discussions
  • Analyse statistics and compile accurate reports
  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
  • Keep ahead of industry?s developments and apply best practices to areas of improvement
  • Control resources and utilise assets to achieve qualitative and quantitative targets
  • Adhere to and manage the approved budget
  • Maintain an orderly workflow according to priorities

qualification

  • Proven working experience as a Customer Service Manager with strong technical skills as well as leadership ones
  • Experience in providing customer service support
  • Excellent knowledge of management methods and techniques
  • Proficiency in English (German language is a strong plus)
  • Working knowledge of customer service software, databases and tools
  • Awareness of industry?s latest technology trends and applications
  • Ability to think strategically and to lead
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation
  • BS degree in Business Administration or related field

We offer serious and growing work environment, with high grade of responsibility and engagement, along with really appealing social and monetary conditions.

If in line with the requisites and interested to delve into this opportunity, we will be glad to receive your up-to-date and detailed CV to the attention of Mr. Andrea Pace: andrea.pace@randstad.ch