Job Detail

At SWISS and the Lufthansa Group we believe Customer Service is as a key differentiator in the Customer Experience. In this unit of the Customer Service department we use new methods of work like agile project management and cross-functional teams to become more customer oriented.

Our mission is to make the customer service experience as smooth and personal as possible. With modern technologies like NLP (natural language processing) and machine learning we strive to better understand our customers as well as to develop new and digital ways to simplify our Customer services.

By continuously improving our services, introducing new channels or self-service options we further aim to steadily enhance the efficiency and the consistency of the services we provide. Since customer service essentially plays a role wherever the customer comes into contact with our company, we also work together with a wide range of further units within our organization.

Your responsibilities

• Supporting our Customer Service Chatbot team in its duties and tasks in analyzing, optimizing and implementing existing and new features


• Supporting our Voice of the Customer team in various small projects to analyze servicing contacts, identify root causes and derive actions through collaboration in cross functional groups


• Organizing workshops, meetings and documentation


• Preparing status presentations for management and other stakeholders


• Evaluating our current range of customer services in quality and quantity terms

Your profile

• Bachelor’s or Master’s Degree or an “HF” Advanced Federal Diploma of Higher Education in business administration, customer relationship management, marketing or tourism


• Customer- and service-minded attitude and approach


• Very good spoken and written command of English


• Experience in project management and customer relationship management would be an advantage


• Interest in new customer service technologies and channels such as chatbots, cognitive analytics, natural language processing and social media


• Ability to drive and work on tasks independently, sense to grasp complex matters and to quickly understand connections


• Strong communication skills including virtual team work is a clear asset


• Good MS Office skills and a basic knowledge of data analysis and IT systems

Details

Workplace: Zurich Kloten

Internship duration: 6 months

Employment level: 100%

Salary:
CHF 2,500.- gross per month with a Bachelor’s Degree / Advanced Federal Diploma of Higher Education
CHF 3,000.- gross per month with a Master’s Degree

Starting date: January 15, 2020

Contacts

Product Development Passenger Services: Mr. Christof Aeschbacher or Mr. Nick Allgaier

Recruiting Support: phone +41 44 564 2266, recruiting.services@swiss.com

You may apply in English or German.