Senior Customer Service Advisor

The company

Most of our employees live within ten miles of the plant. Everyone on the floor knows each customer's quality requirements.

We need a Senior Customer Service Advisor. This is a full-time position based in Lausanne, Vaud. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Remote within Switzerland. We meet in person once or twice a year.

In this role you will

• Complete required training and quality coaching sessions.
• Call customers back on open issues within the promised timeframe.
• Escalate complaints that need a supervisor or another department.
• Explain bills and payment options and take payments over the phone.
• Meet targets for handle time, quality score and customer satisfaction.
• Update customer records accurately.

Qualifications

• 5+ years of customer service, retail, hospitality or call centre experience.
• Clear speaking voice and good listening skills.
• Comfortable using multiple screens and systems at the same time.
• Reliable attendance. Schedule adherence is tracked.
• High school diploma or GED.

Pluses

• Zendesk, Five9 or Genesys experience.
• Prior billing or insurance call centre work.
• Experience handling escalations.

Schedule: Tuesday to Saturday, 9:00 AM to 5:30 PM

Perks and benefits

Pay: CHF 53,000 to CHF 64,000 annually

• Holiday pay.
• Flexible working hours.
• JobRad bike leasing.
• Company pension scheme.
• Christmas bonus.
• Paid overtime or time off in lieu.
• Home office equipment.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Vuilleumier Stamping.