CUSTOMER CARE MANAGER 100%

The company

Swatch Ltd., launched in 1983 by Nicolas G. Hayek, is a leading Swiss watch maker and one of the world's most popular brands. The first Swatch watches surprised everyone with their revolutionary concept, creative design and provocative spirit. Today Swatch continues to innovate and surprise with new models, collections and special editions. The brand maintains a strong presence in the world of sports with its commitment to snowboarding, freeskiing, surfing, beach volleyball and mountain bike slopestyle. Right from the start, Swatch connected with art and artists, and Swatch watches remain a prominent canvas for artists from a broad range of disciplines.

In order to reinforce the Customer Care team at its Headquarters in Biel/Bienne, Switzerland, SWATCH is currently searching for a

CUSTOMER CARE MANAGER 100%

Job description

Main responsibilities will include:

• 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 at Swatch HQ.

Profile

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

Professional requirements

Furthermore, you have excellent attention to detail and the ability to manage your priorities in line with the business needs. You have strong people, communication skills and are at ease in dealing with customers with an open, customer-oriented approach.

Moreover, you are aware of new trends and applications in Customer Care mattes.

Languages

In addition, you are fluent in German and / or French and English (writing and speaking). Other languages would be a plus.

Company address

Your new employer:

At Swatch we don't do boring. We thrive on innovation and infuse our pioneering and adventurous spirit into everything we do. As such we operate in a fast-paced and dynamic environment that values creativity, teamwork and openness. We want our people to feel inspired to bring their best and authentic self to work and actively seek to create an environment that prioritizes diversity, equity and inclusion and where individuals feel heard and appreciated.

We strongly believe that happy and healthy employees are the key to success. That is why we offer attractive benefits including:

Work and holidays:

• Flexible 40 working hours / week
• 30 days of annual leave

Health insurance / Pension fund:

• Contribution to health insurance costs
• First class pension fund

Maternity/Paternity :

• Extended maternity leave
• Family allowances beyond legal requirements

Further training:

• Training and development plan
• Paid language courses

Mobility:

• Unique and modern buildings and outdoor facilities
• Convenient location and access via public transport
• Free underground parking and access to bike sharing

F&B:

• Subsidized on-site canteen and food trucks
• Free coffee and tea

Other:

• Product discounts
• Wellness benefits and fitness programs
• Fun workplace events

Contact

If you feel this challenging opportunity meets your profile and expectations, please click on the APPLY link to send us your CV.

SWATCH Ltd.
Human Resources
Nicolas G. Hayek Strasse 1
CH - 2502 Biel/Bienne