Interested in joining our team? If so, take the opportunity to apply to one of the world's best-known brands as

Global Customer Service Manager (fixed-term, 12 months)

Ort: Zurich area

Referenznummer: R-51241

Here at Swarovski, our people sparkle just as much as our products. Come and join us as a Global Customer Service Manager B2C where you will get a chance to work in a rewarding role within a diverse team with dynamic strengths. Be part of a truly iconic global brand, learn and grow with us.

ABOUT THE JOB

• Deliver consistent Customer Experience (CX) and Customer Satisfaction, through enabling and supporting the Contact Centers to drive operational excellence (e.g. cross functional governance meetings, Mystery Shop, budget/FTE sign-off facilitation etc.)


• Support global projects as required and defines, develops and implements select B2C service concepts and standards to constantly improve the Customer Experience in line with the Swarovski brand strategy and industry best practice


• Define and update the Global Job Descriptions for Customer Service B2C roles


• Define, develop, deliver and continuously update the Train The Trainer Program


• Define, monitor and review Global KPIs and agree 2nd Level OLAs with Key Stakeholders and ensure compliance and implementation excellence of processes and initiatives 


• Act as escalation point for Contact Center and Market Clusters


• Define and control the Executive Complaints process globally


• Is the voice of our Customers & Contact Centers in Central and a gatekeeper and filter for impacts from initiatives, communications and projects for our Contact Center colleagues


• Develop the recognition and communication of complaints and compliments for all channels and identify and share improvement opportunities with key stakeholders


• Define functional reporting requirements and ensure the prompt dissemination of reporting to business and key stakeholders 

ABOUT YOU

We are looking for a motivated talent, who brings along the following background:

• University degree/ Education


• Min. 5 years of professional experience in a similar role within an international setting, ideally in Retail/Consumer Goods Business


• Extensive Omni Channel Customer Service and retail customer facing experience 


• Experience of Contact Centre technology & KPIs and multi country contact center or hands on customer services for a regional or international retail business


• Knowledge of eCommerce business


• Strong customer service focus and relationship building skills


• Solution oriented, empathetic, passionate and always looking to improve


• Naturally accommodating, service oriented and passionate about hosting and making people happy


• Entrepreneurial spirit and initiative taker with a motivation to drive sales and exceed targets


• Proactive problem solver with ability to manage change effectively, capable of managing multiple stakeholders


• Proficiency in Microsoft Office


• Excellent English proficiency, presentation and communication skills

ABOUT SWAROVSKI

Swarovski is a family-run company, founded more than 125 years ago in Wattens, Austria. We are leading group of global companies committed to stable growth and maintaining our place at the forefront of design, creativity, and technological innovation.

Working for Swarovski is more than just a job. You will work for a groundbreaking, modern, premium brand, which is globally known for its quality and creativity. We place people at the heart of our business and offer global pay programs, supported by a range of local benefits. In addition, we provide rich development opportunities which recognize and reward the brilliant contributions of our passionate individuals and teams who contribute to the success of our company – sparkling every day.

Whether you are just starting your career or celebrating an existing one, we invite you to make your own mark on Swarovski’s rich history. Grow your own career through our blended learning and development programs. Learning opportunities are everywhere at Swarovski and will help you grow and develop your own career.

We are an equal opportunity employer and value diversity at our company.

             

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