Customer Service Manager East Coast
: Job Details :

CompanyAbout Swiss International Air Lines AGIt's the little differences that make working at SWISS so appealing. The fact, for example, that we treat every detail with care, see quality in terms of hospitality and view nationality through an international lens. In a similar way, we see variety as richness, a job as an experience and SWISS as a world of inspiration. You, too, will be stimulated in our special working environment - one in which, wherever you are, you'll always feel: Truly SWISS .... where people matter.TasksYour main tasks include, among others:Customer Experience: Deliver consistent, high-quality customer service across the East Coast regionVirtual Team Leadership: Lead a virtual competence center, ensuring workload balance and shared expertise among geographically distributed teamsProcess Optimization: Standardize customer service processes across the Americas to create a unified approachPerformance Monitoring: Track and improve KPIs such as response times, resolution rates, and customer satisfactionTeam Development: Mentor and train customer service agents, cultivating a customer-focused cultureCustomer Feedback: Integrate customer insights to drive continuous service improvements* All other duties as assigned or requiredRequirementsYou must fulfill the following requirements:Bachelor's degree in Business Administration or related field10+ years in air cargo or logistics, with 5+ years in leadership rolesProven experience managing geographically distributed teamsExpertise in standardizing and optimizing processes across regionsStrong leadership, communication, and problem-solving skillsFamiliarity with customer service technologies (e.g., CRM systems)Analytical mindset with a focus on data-driven decision-making* CV/ Resume and Cover Letter required* Company will provide relocation assistance#J-18808-Ljbffr