Is a professional service important for you? Then we might just have the perfect challenge for you! As a Team Lead Global Accounts - Premium Customer Services in CH, you will report to the Head of CH Customer Services Global Sales & Verticals (GSV), and you will be responsible for providing the Wordline services to customers that use both terminal and acquiring services from Worldline.
In this role, you will ensure the daily services towards the customers and the internal organisation. In addition to this you will also act as deputy for the Head of CH Customer Services GSV.
Your day-to-day responsibilities include :
Operational responsibility of CH Premium Customer Services GSV and management responsibility of 15 direct lines
Operational responsibility for the daily business of nearshored and outsourced teams in Warsaw and Athens
Cross-departmental operational process development and harmonisation
Participation and execution of customer meetings and management meetings
Providing detailed reports as per an agreed schedule (or on request), including management reports
Direct contact for Key Accounts and internal organisation as well as mitigating and solving escalations with urgency and determination
Ensuring the correct & in-time escalation to upper management and follow-up on risks
Strong collaboration with Contract Collection GSV, Sales and Service Delivery Management
Development and implementation of high qualitative process standards in Premium Customer Services, including personnel development, employee satisfaction and motivation
Ensure quality of services through KPI monitoring, continuous assessments and quality improvement
Skills we can’t do without :
You have a bachelor degree or equivalent experience within Customer Services
You are fluent in English and German, every other language is an asset
You have experience preferably within the service industry (Retail, Hospitality, Transport, Travel or others)
You have a strong client focus & able to communicate and report on an "executive" level
You identify and quickly understand the needs and expectations of the customer and / or market
Experience with leading / coordinate teams and this preferably in an operational service context is an asset
Excellent communication and interpersonal skills with strong willingness to evolve in a dynamic and growing business and international organization
Problem-solving, analytical and troubleshooting skills
Worldline, Hardturmstrasse 201, 8005 Zürich. For any questions please contact Jutta Hoch-Weinert via phone +41 79 850 73 61.
