Guest Experience Specialist

Job Description

Job Description

High-quality fresh chocolate - that's what the Swiss chocolate manufacturer Läderach stands for. Founded in 1962, the family business now employs over 2500 people from more than 80 countries across the group, and the trend is rising. The company's headquarters are located in the canton of Glarus. Here, against a picturesque Alpine backdrop, we pro-duce our fresh chocolates and are constantly developing new, innovative ideas in agile teams.

Our Corporate Functions business unit encompasses a wide range of activities. Alongside our Finance and IT Services, Global Marketing and Sales Management as well as Human Resources are also located here. Fresh ideas are developed here every day, and together we turn them into success stories. Personal responsibility and networked work are particularly important to us. Want to be part of it too? Come and join us.

About the role 

We are hiring a Guest Experience Specialist who takes pride in delivering white glove, concierge-level service. This is a writing-forward role: the majority of your day is spent composing thoughtful, polished email responses, with phone calls used when a conversation moves faster than an inbox can.
The right person for this job treats every message as a chance to make someone's day easier. You anticipate the follow-up question after it's asked, you own problems until they're resolved, and you write with the warmth and precision of a personal concierge rather than a ticket queue.

What you can expect

• You …will respond to guest inquiries by email as the primary channel, with clear, personalized, well-written replies that fully resolve the question for the first time.
• You …handle inbound and outbound calls for time-sensitive, complex or sensitive matters where a live conversation services the customer better.
• You …prioritize escalations and guest needs with patience, empathy, and sound judgment, escalating to management when appropriate.
• You …will have fluent knowledge of our products, services, policies, and structures

 

What we expect from you

• You …have experience in customer service, hospitality, client services, or a comparable role with direct customer contact.
• You …have exceptional written and verbal communication with correct grammar and spelling and ability to make complexity simple with a calm, friendly, professional tone.
• You …have genuine service instinct – you find satisfaction in solving someone’s problem completely
• You …have sharp attention to detail and the follow-through to keep dozens of open threads organized with high accuracy and accountability.
• You …take ownership of issues end to end, coordinating internally with other departments internally, and close the loop with the guest.

 

What we offer you

• Monday-Friday, with occasional coverage for evenings/weekends/holidays. This is a Full-Time non-exempt role performing work within an office.

• An exciting working environment with motivated colleagues

• A position with lots of personal responsibility

• The opportunity to contribute fresh ideas

• An open and respectful feedback culture

• In-house and external further training

• Unique career opportunities

• Generous discounts on our products

• Chocolate at work

• Free parking spaces

   

Own it. Grow it. Make it fresh.

Sounds interesting? Then come join us.