Your responsibilities

• You play a key role as a trusted point of contact for all client complaints and escalations in Romandy, replacing the current fragmented management among several managers

• You investigate each complaint: analysing the situation (communication issue, process failure, agent error, product bug), identifying root causes, and proposing solutions

• You mediate between clients and agents: direct contact with clients, resolution proposals, retention negotiations in case of cancellation requests

• You manage the entire contract cancellation lifecycle: first contact, retention attempts, administrative processing, coordination with finance, informing the agent

• You define and maintain Neho’s quality standards: checklists for each stage of the customer journey, target response times, scripts and communication templates

• You conduct quality audits in the field: call listening, mandate file reviews, on-site visit accompaniment to assess agents’ service quality

• You implement and monitor NPS surveys: post-sale seller satisfaction, post-purchase buyer satisfaction, trend analysis

• You manage negative client feedback on public channels (Google reviews, real estate portals) with professional and prompt responses

• You coordinate quality matters with Strike Advisory: investigating leads passed on, proposing process improvements

• You produce monthly quality dashboards: complaint volume, categorisation, resolution time, cancellation trends, NPS evolution

• You identify recurring patterns and propose systemic corrective actions, thus transforming reactive complaint management into a proactive quality approach

What we offer

• A newly created position with significant impact on company revenue and customer satisfaction

• A clear mandate, with measurable performance indicators and performance-related remuneration

• Direct interactions with clients, agents, and management: high visibility within the organisation

• The opportunity to build a quality function from scratch within a company that truly values the customer experience

• Modern IT equipment and user-friendly digital platforms

• A scale-up culture, flat hierarchies, and short decision-making processes

• A hybrid working model with the possibility to work up to 2 days per week remotely

• 5 weeks’ holiday plus additional days based on seniority, options for remote work from abroad, fully paid maternity/paternity leave, regular team events and much more!

Your profile:

• Proven experience in customer relationship management, complaint handling, customer experience or quality assurance (minimum 3 years)

• Previous professional experience with private clients (B2C), for example in insurance, retail banking, hospitality & tourism, luxury goods, telecommunications or a similar sector

• Experience in the real estate sector is an asset but not essential

• Excellent interpersonal and conflict management skills: you remain calm and constructive under pressure

• Strong analytical skills: ability to identify trends in data and translate them into concrete improvements

• Experience implementing quality initiatives, NPS surveys or customer experience programmes

• Native-level French; fluent English is required

• Empathetic yet firm: you defend the client’s interests while protecting those of the company

• You are comfortable building processes from scratch and thrive in environments where structure is still being established

• You are convinced that quality is not a department but a culture