Global Manager for Customer Service Strategy & Processes
Manpower Switzerland
Dietikon, Switzerland
30 days ago
Role details
Contract type
Permanent contract Employment type
Full-time (> 32 hours) Working hours
Regular working hours Languages
English Experience level
IntermediateJob location
Dietikon, Switzerland
Tech stack
JIRA
SAP Applications
Zendesk
Servicenow
Job description
- Identify opportunities to increase efficiency, quality, and customer satisfaction
- Define structured system and process requirements in line with the service strategy
- Support evaluation processes for new systems and ensure successful implementation
- Take project responsibility for key Customer Service Management tools (e.g., Zendesk)
- Drive process improvements based on KPIs and ROI analyses
- Support countries in the optimal use of global tools
- Ensure compliance with global service standards
Requirements
- At least 5 years of experience in a multi-channel customer service environment
- 2 years of experience with quality management systems (COPC, Six Sigma)
- Knowledge of tools such as SAP, Jira, ServiceNow is an advantage
- Technical understanding and experience in agile projects
- Strong analytical skills and affinity for new technologies
- Excellent communication skills and fluent English, We look forward to receiving your application (CV preferably in English) and are happy to answer any further questions.
Benefits & conditions
- International, multicultural work environment
- Modern offices with good public transport connections and parking facilities
- Flexible working hours and home office option
- Attractive benefits and pension plan
