Head of Operation Support CH & Service Intelligence (m/w/x)

Position Summary

Role and Responsibilities

Your tasks, you…

• manage the Digital Customer Repair Journey & Experience for Samsung customers in Switzerland and Austria
• optimize the Customer Repair Journey & Experience, especially regarding data accuracy and control of repair duration
• support and work on current operational issues in Customer Service where additional ad-hoc support is required to analyze the cause and define countermeasures
• participate in strategic Customer Service Management and development topics
• evaluate existing business processes and develop strategies for their optimization
• actively support all Customer Service teams to optimize business processes
• conduct various internal and external system-related projects for Customer Service
• manage, monitor, and optimize Customer Service systems
• perform Data Accuracy Management, e.g., monitoring and controlling data integration from various systems
• create various analyses and reports for internal and external stakeholders and further develop them
• monitor Customer Service costs and budgets as well as cost-relevant KPIs
• be responsible for the contracts with authorized service partners in Switzerland
• document the Service Intelligence expertise/know-how
• conduct strategic know-how management for the entire Customer Service team
• be responsible for the personnel management and development of the Service Intelligence team as part of the Customer Service team

Skills and Qualifications

Your profile, you…

• have a university degree or a similar qualification level, preferably in business informatics with a specialization in customer service/service management
• bring 5 years of professional experience in a similar role in Customer Service / Administration
• have experience in project management, with knowledge in IT projects being an advantage
• possess very good German and English skills, both written and spoken
• are characterized by strong analytical and lateral thinking skills, combined with a high affinity for IT and quick comprehension
• have solid experience with MS Office (especially Excel), with additional ERP system knowledge being an advantage
• are communicative, flexible, and conscientious with a high degree of customer orientation
• work very independently, pragmatically, and proactively, are a team player with entrepreneurial thinking
• have experience in an international environment and enjoy cross-country and cross-team collaboration within the company with a willingness to travel

What we offer you

We are an innovative, future-oriented company where employees are at the forefront. We offer a dynamic, young, and energetic work environment with attractive social benefits, where you can contribute your ideas.

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