Head of Customer Experience (German Speaking)

Batmaid

Ver: 180

Día de actualización: 25-03-2024

Ubicación: Lausanne Vaud VD

Categoría: Gerencia ejecutiva

Industria: Staffing Recruiting Retail Consumer Services

Posición: Associate

Tipo de empleo: Full-time

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Contenido de trabajo

About Us:

Working at Batmaid is about changing the cleaning industry and fighting the black market on as many fronts as possible. It is about providing the leading marketplace to hire trusted, insured and declared professionals for our customers cleaning services and needs.

Today we are leaders in Switzerland and Luxembourg, but we have now taken our efforts to several countries within Europe in our international market takeover in our ambitious expansion plan to conquer the whole continent.

For this reason, we are looking for a Head of Customer Experience for German-speaking Switzerland to be based at our Headquarters in Lausanne, Switzerland. The role reports to the General Manager Switzerland.

Tasks

Your mission:
  • Leads and builds a team of dedicated customer service experts in the German-speaking Switzerland to resolve customer pain points effectively and deliver a 5-star customer experience. Collaborate with the Head of Customer Experience in French-speaking Switzerland
  • Organizes and supervises day-to-day activities of the team including solving customer issues (calls, emails and sales) and managing all operational aspects of the cleaning (scheduling, emergencies, agent relations, ...)
  • Monitors and reports performance of department to General Manager and proposes and implements corrective actions
  • Assesses and improves customer service processes and workflows to further scale operations
  • Manages end-to-end employee lifecycle of the team including hiring, training, coaching, performance evaluation, promotion and termination
  • Collaborates effectively with other department heads and proactively contributes to the country growth plan
  • Assumes difficult customer relation situations, involving dissatisfied customers and requiring sensitivity and sound judgment
Requirements

Your weapons:
  • Minimum 3 years of experience in a leading a Customer-centric team
  • Fluent in German and English is a must.
  • Bachelor degree in sales, marketing, business administration, or related field.
  • Excellent communication skills
  • Critical thinking and problem-solving skills.
  • Proactivity and ability to work autonomously with minimal supervision.
  • Hard-worker, self-starter with a roll-up-your-sleeves attitude.
  • Social, friendly, and motivated attitude.
  • Fast learner and ability to multitask.
Benefits

What you can expect:
  • 100% full-time position. Starting ASAP.
  • Management of a team of 7 talented individuals.
  • A place to learn, grow and surpass yourself.
  • Work in a young and dynamic team. Many after-works and events.
If you have made it this far and believe you have what it takes...you may be the right person for us.

Apply today!
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Plazo: 09-05-2024

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