Start date: ASAP
End date: Permanent
Requirements:
• University Degree
• At least 5 years experience in a customer facing environment
• Experienced Operation Center Manager
• Strong leadership experience of large teams
• Relevant experience in successfully managing a customer complaint office
• Good analytical and troubleshooting skills
• Excellent communications skills in German, French & English
Job description:
• Deliver best in class customer service for complex customer cases
• Manage complaints and service assurance, promote findings out of the handling and drive continuous improvement
• Efficiently operate a back office and manage an outsourcing partner providing back office services
• Contribute to the delivery of Care strategy and roadmap for consumers by ensuring a professional treatment of complex and technical cases
• End-to-end responsibility for customer complaint management including complaint acknowledgement, resolution, customer satisfaction reassurance and triggering improvement process to prevent future repetition
• Manage Service Assurance with the 2nd level technical support unit
• Handle all customer queries for new business products in order to test new processes and prepare proper roll-out in the Consumer Service Center when activity is mature
• Ensure proper handling of mass migration and portability activities
• Responsible for a number of back office processes
• Monitor the quality and performance on activities and services delivered by outsourcing partners and trigger corrective actions if required
• Take the necessary actions in order to motivate people, offer career path opportunities to retain engaged employees
• Foster a culture of customer focus combined with achievement of business objectives
• Drive improvement of Quality and increasing revenue whilst reducing cost by operating more effectively
• Ensure process adherence of all Operation Center staff
Please email your CV to nclark@firstpointgroup.com
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