At Sunrise, we think bigger, go further and create new ideas. For us working culture means achieving great things together. It's where respect and innovative ideas combine with real teamwork – every voice counts, every perspective makes us stronger. Our passion spurs us on to try new things and grow continuously. Sound like you? Then join our success story.
In this role, you will be the bridge between our customer-facing teams and engineering, analyzing and optimizing the I Get Help troubleshooting journeys across channels to improve customer experience and reduce contact volume. You will work hands-on with our case creation processes and device ecosystem (Smart Client, Sunrise modems, Sunrise TV boxes) while collaborating across delivery models to achieve measurable business outcomes.
YOUR CHALLENGE:
* Analyze existing customer journey and spot areas to improve it based on KPI Targets
* Maintain and improve digital self-care and agent troubleshooting processes, to deflect avoidable calls through root-cause elimination
* Partner with operations and other stakeholders to align processes and knowledge across channels
YOUR SKILLS:
* Strong analytical mindset and problem-solving abilities; someone who drives improvements
* Basic technical knowledge of Routers and Networks
* Language: Fluent English; German is a plus
At Sunrise, you'll be working in a dynamic and multinational environment where every voice is heard, perspectives are shared and values are lived. Diversity isn't just a program for us, it's part of our DNA. By celebrating our differences, we achieve great things together.
Sunrise has partnered with «Advance – Gender Equality in Business». We've also been awarded the Swiss LGBTI label and «Fair-ON-Pay Advanced» certification as recognition for offering all our employees equal pay for work of equal value.
Ready to rise to the challenge? Then join the team and actively shape our future
#ChallengersWanted
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