Customer Care Manager M/F

 We are currently looking for a customer care manager to join a prestigious watchmaking company located in Biel.

The position is permanent and requires leadership and management skills.

Main responsibilities :

• Responsible for the overall customer satisfaction for the brand
• Responsible for the markets customer care activities, with focus on the Swiss Market
• Leadership and development of Customer Care team
• Management of Salesforce Service Cloud system ensuring that all customer queries are responded within the expected period
• Ensure customer cases are managed with good care
• Be in constant contact with our customers via various communication channels (e.g. e-mail, live chat, phone, social media) in order to identify their needs and derive measures from them
• Take ownership and personal care of high-level cases and help to resolve them, follow up and find solutions for satisfactory resolution
• Implementation and definition of targets and service standards as well as their development
• Manage and support the Customer Care team in their daily tasks
• Develop performance KPIs and fix measurable objectives
• Analysis of statistics and the creation of the resulting action plan
• Creation of reports
• Definition of necessary communication material
• 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 Technical Care team and other internal partners 

Profile:

• Several years of professional experience in Customer Care or similar role as well as experience in personnel management
• Ability to detect areas of improvement and drive the necessary project to implementation.
• Practical experience with Customer Care software (Salesforce), databases and tools
• Experience in front-line client case handling through a variety of channels (phone, e-mail, live chat, social media)
• Ability to lead and drive a team, at local and international level
• Fluent in French, English and German