Customer Service Manager

Job Description:

Southwest Airlines is seeking a dedicated and experienced Customer Service Manager to join our team in Bern, Kanton Bern, CH. As a mid-to-senior level position with at least 7 years of experience in customer service, the ideal candidate will be responsible for leading a team of customer service representatives to ensure exceptional customer satisfaction.

Responsibilities: 1. Manage and oversee a team of customer service representatives to ensure all customer inquiries and concerns are addressed in a timely and professional manner. 2. Develop and implement strategies to improve customer service processes and procedures. 3. Monitor and analyze customer feedback to identify areas for improvement and implement solutions. 4. Handle escalated customer complaints and ensure they are resolved effectively and efficiently. 5. Collaborate with other departments to ensure a seamless customer experience across all touchpoints. 6. Train and mentor customer service representatives to enhance their skills and capabilities. 7. Monitor performance metrics and KPIs to track customer satisfaction levels and drive continuous improvement.

Requirements: 1. Bachelor's degree in Business Administration or a related field. 2. Proven experience as a Customer Service Manager or similar role. 3. Strong leadership and people management skills. 4. Excellent communication and interpersonal abilities. 5. Ability to work independently and adapt to changing environments. 6. Experience in the airline or travel industry is a plus. 7. Fluent in English and German.

Benefits: 1. Travel and spending expenses covered. 2. Opportunities for travel to various destinations. 3. Paid overtime for additional work hours.

Working Environment: At Southwest Airlines, we are dedicated to understanding and exceeding customer expectations. We strive to provide a friendly and welcoming environment for both our customers and employees.

Equal Opportunity Statement: Southwest Airlines is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.