Customer Service Team Leader

About the job

Customer Service Team Leader

These are your tasks

• Lead a team of around 10 employees and ensure smooth, customer-oriented support with a focus on relocations and billing enquiries
• Plan personnel deployment, ensure high availability, keep an eye on backlogs and key figures, and deploy resources purposefully
• Individually promote employees, conduct employee and performance reviews, and strengthen the professional and cross-departmental skills within the team
• Ensure the currency of specialist knowledge, work processes, and knowledge database, and promote knowledge exchange within the team
• Identify optimisation potential and drive and further develop processes and digital solutions at the customer interface
• Participate in cross-departmental projects and actively help shape process optimisations and system implementations
• Support the team in day-to-day business and work closely with internal specialist departments, network operations, and billing

This is what sets you apart

• Leadership experience is required, further training is desirable
• Commercial or comparable basic training as well as several years of experience in customer service or contact centres
• Authentic, binding leadership style and the ability to give constructive feedback even in demanding situations
• Ability to keep an overview even in hectic phases, set priorities, and convey security to the team
• Enjoyment in leading a diverse team, individually promoting employees, and shaping solution-oriented collaboration
• Confidently write clear and customer-friendly texts independently without supportive systems
• Confident use of MS Office as well as CRM/ERP systems, ideally complemented by knowledge of SAP IS-U and experience with call centre solutions
• Very good German skills in spoken and written form, French and/or English skills are an advantage

Do you have questions?

Your new boss, Yvonne Arnold, looks forward to your application. Thank you for using our online application. It is simple, quick, and also without a personal login. If you have any questions beforehand, just call Yvonne at: 031 321 32 59.

About us

Our strategy can be summed up well: We supply Bern with energy and water – safely and sustainably. There is plenty to do. And we have big plans. For that, we need you. People with the ambition to make a difference and the desire to reach the goal together as a team. So that our Bern remains liveable.

Your workplace

Your workplace is at Monbijoustrasse 11 in Bern, directly at the main station.

And of course also at your home in your home office – up to two days per week.

Our benefits

• Flexible working hours model in a 40-hour week with paid breaks and the possibility of mobile working
• At least 5 weeks of holiday and various paid short leaves (e.g. for moving, wedding, etc.)
• Child and education allowances of 300.- per month as well as additional care allowances of up to 200.- per month
• 16 weeks maternity leave and 3 weeks paternity leave
• Pension fund contributions (employee 1/3 and employer 2/3) at regular retirement age of 63 years
• Internal training offers as well as generous support for external training