Deputy Head of Department Customer Service Center

About the job

Deputy Head of Department Customer Service Center

Would you like to make an important contribution to patient welfare and medical progress? Are you ready to continuously improve proven methods and implement new ideas?

Then become part of our customer-oriented, motivated, and committed team with over 700 employees.

As an innovative Swiss family business in the field of laboratory medicine, we have been committed since 1953 with pioneering spirit, dynamism, and passion to improving prevention, diagnosis, and therapy. We operate throughout Switzerland and, in addition to our laboratory center at the headquarters in Allschwil, have various locations in all language regions of Switzerland.

For our Customer Service Center in Allschwil, we are looking immediately or by arrangement for a customer-oriented, committed, and reliable person as deputy department head 100%.

• You support the department management in the operational and strategic leadership of the Customer Service Center and represent it in case of absence.
• You lead the back office team professionally and personally and ensure efficient, high-quality written and case processing.
• You manage performance and service quality based on data: analyses/reports/dashboards, data integration, and KPI development to ensure high customer satisfaction.
• You actively drive relevant CSC projects forward and significantly shape the optimization of existing business processes.
• You support planning, capacity control, and personnel development in the Customer Service team and promote a motivating, solution-oriented team culture.
• You act as deputy data protection officer and are responsible for a solution-oriented and efficient handling of sensitive data.
• At least 5 years of professional experience in a demanding Customer Service Center, including initial leadership experience or project responsibility
• Proven competence in managing KPIs, service levels, and operational key figures as well as in the use of reporting and CRM systems
• Analytical and strategic thinking combined with strong implementation skills and organizational talent
• Strong customer, quality, and solution orientation, combined with initiative and joy in continuous improvement
• Confident handling of common IT systems and affinity for digital solutions for process optimization
• Very good German and French skills

Have we aroused your interest?

Then we look forward to your online application. For any questions, please contact Simona Gutherz, Human Resources, phone +41 61 486 13 95.