Customer Service Support Team Leader

About the job

Customer Service Support Team Leader

These are your tasks

• You lead a team of around 10 employees and ensure smooth and customer-oriented support with a focus on relocations and billing inquiries
• You manage personnel deployment, ensure high availability, and keep an eye on backlogs and relevant KPIs. You set clear priorities and ensure resources are used purposefully
• You individually promote and develop your employees, conduct employee and performance reviews, and strengthen the professional skills as well as the versatile deployment capability of your team
• You ensure that expertise, work processes, and the knowledge database remain up to date, and promote continuous knowledge exchange within the team
• You identify optimisation potentials, question existing processes, and actively drive the further development of processes and digital solutions at the customer interface
• You work on cross-departmental projects and actively participate in process optimisations and system implementations
• You stay close to day-to-day business, pitch in yourself if needed, and work closely with our specialists as well as the specialist departments, network operations, and billing

This is what sets you apart

• You are a role model: reliable, authentic, and committed, and provide clear, constructive feedback even in demanding situations
• You remain calm in hectic situations, keep an overview, set priorities, and give your team security
• You lead a young, diverse team with joy, take concerns seriously, and promote solution-oriented collaboration
• You write with style, correctly and customer-friendly. Your texts are clear, professional, and ready to use without applying AI
• You have a commercial or comparable basic education as well as several years of experience in customer service or contact centres. Leadership experience is a prerequisite for this role, further training in leadership is desirable
• You are proficient in MS Office as well as CRM/ERP systems. Knowledge of SAP IS-U and experience with call centre solutions are an advantage
• You communicate very well in German, both spoken and written. French and/or English skills complete your profile

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 livable.

Your workplace

Your workplace is at Monbijoustrasse 11 in Bern, right by 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 the regular retirement age of 63 years
• Internal training offers as well as generous support for external training