Customer Service Manager

The VisilabGroup, part of EssilorLuxottica, is the No. 1 optician in Switzerland, offering the opportunity to join our Customer Service department on a permanent contract.

Key Responsibilities

• Lead, coach, and develop a high‑performing customer service team
• Foster a strong customer‑centric and performance‑driven culture
• Support recruitment, onboarding, and continuous development
• Oversee daily operations and ticket management activities
• Ensure service levels (SLAs) are met with high‑quality standards
• Manage workforce planning and resource allocation
• Monitor KPIs (CSAT, NPS, response time, resolution time, etc.)
• Drive performance improvements aligned with business objectives
• Provide clear reporting and actionable insights
• Define and improve customer service processes and policies
• Identify opportunities to increase effic...