customer care manager à Zürich

Codrin Perju, Zurich Professionals IT
type d'emploi
postuler >

job details

zürich, zurich
type d'emploi
codrin perju, zurich professionals it
058 201 56 60

description du poste

Are you passionate about delivering high quality customer care services but also you know yourself around the IT industry? Then this is the right job for you!Our partner, a very modern IT and Engineering company based in Zürich is looking for a Customer Care Manager to work on a project until the end of September.Your responsibility:
  • You report to the Head of Installation Management & Customer Care and take in charge the customer care aspects and set up the Customer Care processes to assist a major clients’s rollout.
  • You ensure that excellent customer service is delivered and that all technical issues are solved (level 3 support duties)
  • You set up and drive the Care/Operations phases and the Rollback of Installations.
  • You coordinate with other teams in order to establish the care plan, ensuring that service standards are met.
  • You plan resources (internally / externally), costs, time and quality of the care service.
Your profile:
  • Proven successful track record in the technical Customer Care field
  • Successful track record of massive rollout campaigns (from outbound campaigns to after sales)
  • Bachelor degree in BA/Engineering (Electrical/Electronics/Telecommunications), Project Management or Information Systems
  • Experience of working in global Care Organizations is a must
  • Wide knowledge of Call Center functioning and tools, Electro-Mechanical Components, Telecom Equipment, Rollout process, Care processes, especially in installation of equipment for homes
  • Knowledge of customer data protection rules – such as GDPR
  • Understanding of the services/products/solutions at an appropriate level
  • Experience in state-of-the-art of care tasks, customer journey in B2B2C set-ups, semiautomated tools for after-sales services, customer interactions and software solutions
  • Experience of overall quality process and mastering of parts relevant for customer care activities
  • Ability to use the internal tools, methodologies, and ability to run analytical investigations (i.e. FMECA, risk assessment and management, supply chain procedures, etc.
  • Ability to lead teams in a complex environment with conflicting objectives • Excellent communication skills
  • Fluent English and French mandatory, German and Italian a clear advantage
  • Valid working permit in EU or CH
If you think you are the right person for this role and you are ready for a new challenge, do not hesitate to apply online right away!