Customer Support Operations Executive (50% to 100%)

Ready for a new challenge?

As a leading and fast-growing B2B company in the field of employee benefits in Switzerland, Swibeco centralizes on a digital platform all the perks, gifts, and tax-free benefits a company can offer to its employees. This includes permanent discounts, an innovative reward system and a lunch card with the biggest food related network.

Today Swibeco has more than 8'000 corporate clients in Switzerland, including major brands such as AXA, Swissquote, FedEx/TNT, Alcon, Decathlon, Capgemini, Holcim, Sprüngli, Bobst, etc.

Our team is made up of more than +65 talented people between our offices in Switzerland (Lausanne and Zurich).

As part of the Operations team, and supported by the Operations Manager, your mission will be first to ensure the excellence of our Customer Support. In addition, you will have the opportunity to coordinate the execution of projects to improve our operations, with tangible impact on process optimization.

1. Support daily Operations:

• Handle incoming requests via phone, email, and chat.
  
• Contribute to resolving customer issues by providing clear responses and effective solutions.
  
• Aid in documenting and updating customer support operational procedures.
  
• Collaborate with other departments to solve issues and ensure Customer satisfaction.
  

• Participate in the analysis of customer support data to identify trends and areas for improvement.
  
• Coordinate and manage projects aimed at improving customer support processes and efficiency.
  
• Participate in the writing of new procedures to improve the efficiency of the department.
  
• Study the opportunity to improve our processes through AI.
  

3. Customer Feedback Management: 

• Support the collection, analysis, and dissemination of customer feedback to drive continuous improvement in service delivery.
  

Who we are looking for :

• You have work experience in client facing jobs.
  
• You have excellent interpersonal skills and a strong customer orientation, you are proactive and have a positive nature.
  
• Native/bilingual or full professional proficiency in German, French and English, speaking Italian would be a big plus!
  
• You are attracted to Scale'up environments and you want to make a difference in a fast growing organization.
  
• You are a critical thinker, always on the move, never waiting for answers but acting to move forward.
  
• You are curious and enthusiastic about learning about many topics.
  

• Join a dynamic company where you can make a difference.
  
• A professional experience in a growing and stimulating environment.
  
• A flexible work culture where results are more important than hours.
  
• A true team spirit, we believe that together we are stronger and that we win as one team.
  
• Great working environment in Lausanne or Zurich, just a few steps from the lake and public transport.
  
• Meal allowance on your Swibeco Lunch Card.
  
• Mobility allowance or a parking place (upon availability in Lausanne) near the office.
  
• Gifts for birthdays/jubilees/Christmas.
  
• Permanent discounts for your daily savings on over 150 leading brands.
  
• Start date: ASAP.