Head of Customer Services

About the job

Why Quickline?

Quickline - the likeable Swiss telecommunications provider

Quickline is a Swiss telecommunications provider that has been offering award-winning internet, TV, landline and mobile services in Switzerland for over 30 years. With around 200 employees and independent, regionally rooted partners, we ensure personal customer service on site in a highly competitive market and connect private customers as well as SMEs with the world.

You don’t just want to ensure customer service, but take it to a new level? Then help us shape the service of the future!

As Head of Customer Services, you take responsibility for the further development of our customer service and shape the customer experience across the entire group. With your strategic foresight, implementation strength and sensitivity to people and customer needs, you develop our service into a benchmark for outstanding customer experiences.

Head of Customer Services

Your tasks

• You shape the future of our customer service: You are responsible for the build-up, operation and continuous optimisation of the area – with a focus on quality, efficiency and costs.
• You make strategy measurable: You consistently implement the strategic goals and ensure that the agreed KPIs are achieved. These include, among others, accessibility, call duration and quality, first contact resolution rate and costs.
• You connect service and sales: Together with marketing, you develop and manage cross- and upselling activities across the entire group. You identify potential, strengthen customer loyalty and make an active contribution to business success.
• You strengthen collaboration with our partners: You maintain relationships with our partners and ensure that insights from specific cases flow into sustainable, cross-departmental improvements.
• You set standards: You continuously develop our customer service and establish it as a benchmark for our partners, with clear quality standards, efficient processes and consistent customer orientation.

Your skills

• You have many years of leadership experience and have successfully developed teams and organisations.
• You bring solid experience in the telecommunications environment or customer care and understand the challenges of a modern, performance-oriented customer service.
• You are an implementation-driven personality who translates strategic goals into concrete measures and consistently drives change forward.
• You approach employees, customers and partners with empathy and appreciation and know how to bring different interests together.
• You think solution-oriented, act pragmatically and find convincing solutions even in demanding situations.
• You have a strong understanding of key figures, quality and profitability and use these specifically to improve performance and customer satisfaction.
• You communicate clearly, convincingly and on an equal footing and know how to inspire people for common goals.

What we offer

Work and leisure

Home office, flexible working time models, close to public transport, modern office at Lake Biel, unpaid leave, holiday purchase

Support for training and further education, internal know-how transfer

Flat hierarchies, scope for design, high degree of freedom and personal responsibility, goal-oriented teamwork

Discounted Quickline products, Reka money, half-fare travelcard, sports facilities, fruit and drinks, discounted shiatsu massages

Your contact person

Do you have questions about the position?
I am happy to advise you.

Therry Jaberg
Head of Human Resources

+41 32 559 98 62

therry.jaberg@quickline.net

We look forward to meeting you!