David Büchli

Customer Care Manager @GetYourGuide

As the overseer of multiple international teams operating at the escalation level within the broader customer service landscape, my current position entails a range of responsibilities. This includes managing personnel, spearheading process-oriented projects, and devising and executing our Customer Experience strategy. Primary Duties: • Ensuring operational excellence by achieving efficiency and quality benchmarks. • Guiding and mentoring diverse teams of professionals, supporting their growth and development. • Promoting process innovation to deliver exceptional service to both external and internal customers. • Assuming end-to-end accountability for quarterly Objectives and Key Results (OKRs). • Designing, implementing, and evaluating vital performance metrics for the teams. • Forecasting workload and subsequent staffing requirements. • Leading regular one-on-one sessions, team meetings, and performance evaluations. • Collaborating with key stakeholders to foster process innovation and enhance customer satisfaction. • Conducting recruitment activities.