Eleonore Ricci

Define, document, track, and deepen key performance indicators for internal and external Customer Experience teams: NPS, CSAT, DMT, etc. Audit, control, and implement quality standards, innovative procedures, and new tools to improve and ensure customer satisfaction and the performance of internal and external teams. Communicate, coordinate, and lead cross-functional routines and projects with multiple teams (Care managers, Product managers..) to synthesize customer viewpoints, per product, through analyzed indicators and verbatim. Ensure the performance of internal and external teams through initial and ongoing training.

Swile is a simple, flexible, and modern meal voucher card with an app dedicated to team life. Goodbye solo lunch breaks, hello team moments! Swile is first and foremost a meal voucher card like no other: no spending limit, accepted in 220,000 establishments that take meal vouchers, and a multitude of options to personalize it according to needs. Swile is also an app that goes far beyond lunch breaks! Swile aims to simplify all team life moments with its exclusive features: truly 100% free group gifts (0 commission, Swile exclusive!), super-fast reimbursements between colleagues, bill splitting, instant messaging, event organization, and discounted lunches. Morning, noon, and night, it's time for team life with Swile.

Handle complex incoming requests from beneficiaries of the Swile B2B and B2C solution via phone, email, and live chat. Collaborate daily with marketing, technical, and security teams to relay user feedback. Develop and implement internal and external continuous improvement processes for customer satisfaction. Write content visible to users: FAQs, videos, articles, tutorials, and update the internal knowledge base with new procedures.