Job Detail

Are you internationally oriented? Do you love to travel? And are you eager to improve our NPS score? To build on our customer experience success, we are now looking for a Customer Experience Manager to join our Central team in Zurich.

Responsibilities

• Analyse customer satisfaction KPIs based on customer feedback data


• Provide local teams with customer satisfaction data insight and recommendations of best practices


• Define and implement standards/procedures for ensuring great customer experience


• Identify key customer success drivers and initiatives and coordinate the roll-out of these across multiple regions


• Conduct surveys, interviews and focus groups to gather relevant information


• Liaise with the production and sales teams to ensure delivery of great quality and service


• Gather best practices and benchmarks from our schools, sales offices and external organizations


• Monitor social media platforms and support local teams to coordinate quick and consistent response to reviews and comments


• Create and deliver trainings


• Support local teams in the schools as task force in peak season

Skills

• Well organized, able to develop and manage project independently


• Strong analytical skills


• Excellent communicator and influencer


• Like to work in teams and service minded


• Good Excel, PowerPoint, Word skills (QlikView is a plus)


• Flexible and keen to travel abroad


• Like to work in a very international environment.


• Great networking skills


• Experience in training, coaching and developing others

Requirements

• University degree


• Working experience 3 to 7 years


• English: C1 + level


• Second, third language preferable


• Eligible to work in Switzerland(KO)


• Lived abroad (study or work experience)

 
About Us

EF Education First is a global education company focusing on language, academic, cultural exchange, and educational travel programs.

We are 46,500 staff, faculty and teachers, working in over 580 offices and schools across 52 countries, and having a global presence in 116 countries. While we continue to grow, we strive to stay small so as to ensure agility, smart thinking and a fun place to work. For the past 53 years, EF has grown to include a range of programs that give students of all ages the freedom and confidence to explore the world through language, travel and education.

EF is committed to safeguarding and promoting the welfare of children and young adults and expects all staff and volunteers to share this commitment.  References will be followed up and will ask specifically whether there is any reason that the applicant should not be engaged in situations where they have responsibility for, or substantial access to, persons under 18.  Upon interview all gaps in CVs must be explained satisfactorily and proof of identity and, where applicable, qualifications will be required.  Appropriate suitability checks will be required prior to confirmation of appointment.