Head of Customer Service (Zürich)

at  FELFEL AG

MORE ABOUT US

FELFEL is all about good food and coffee in the workplace: we help Swiss employers become masters at Hospitality. With our smart fridge ‘FELFEL’ and delicious barista coffee ‘Gavetti’, we enable companies to provide their employees with first-class, ultra-fresh food and drinks throughout the day. Whether hearty and traditional, modern and vegan or high in protein - our weekly changing menu ensures that all employees always have something to be excited about ;).
FELFEL is a family business that was founded in 2013. Today, we take care of around 1000 locations in Switzerland, and have 150 employees across our offices in Lausanne, Zurich and New York.
www.felfel.ch

YOUR RESPONSIBILITIES:

Team Leadership and Development

• Lead and Motivate: Guide a team of Customer Service Managers to meet and exceed performance targets, fostering a positive and collaborative work environment.
• Mentorship: Provide coaching and professional development opportunities to team members, enhancing their skills and career growth.
• Performance Management: Conduct regular performance evaluations, set clear objectives, and provide constructive feedback.

Customer Service Excellence

• Quality Assurance: Ensure high-quality standards in ticket resolution, aiming to resolve 95% of tickets within the team without dependency on other Business Units.
• Timely Responses: Oversee first reply times to ensure responses meet or exceed KPIs.
• Customer Satisfaction: Own the reactive process of restoring service satisfaction, proactively engaging with customers to resolve issues.

Process Optimization

• Tool Implementation: Set up and refine tools, views, and processes that enable the team to handle incoming tickets efficiently.
• Process Improvement: Critically evaluate existing workflows, introducing more effective processes to improve efficiency and effectiveness.
• Automation Initiatives: Drive the implementation of self-service options and automation to reduce ticket volume over time.

Data Analysis and Reporting

• Trend Analysis: Analyze support data to identify trends, root causes, and areas for improvement.
• KPI Monitoring: Track key performance indicators such as Average Resolution Time, First Contact Resolution, Customer Satisfaction Score (CSAT), Customer Health Score (CHS), and Customer Effort Score (CES).
• Reporting: Prepare and present regular reports on team performance, customer feedback, and service metrics with resulting strategies and approach to senior management.

Proactive Customer Care

• Strategic Initiatives: Lead the team towards proactive solutions, enhancing the customer service journey through new technologies, tools, and processes.
• Cross-Functional Collaboration: Work closely with other departments to align customer service strategies with overall business objectives.
• Customer Feedback Integration: Utilize end-user feedback to guide business decisions and improve products and services.

Stakeholder Engagement

• Senior Interaction: Effectively communicate with senior stakeholders, providing insights and recommendations based on customer service data.
• Escalation Point: Act as the primary point of contact for escalated issues, ensuring timely and satisfactory resolutions.

Quality Monitoring and Continuous Improvement

• Centralized Tracking: Implement systems to centrally track quality metrics and ensure data-driven decision-making.
• Feedback Loops: Establish immediate feedback mechanisms to continuously refine customer service practices.
• Best Practices: Promote and share customer service best practices within the team and across the organization.