Job Description
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...
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