• Documentation of business processes in standardized format (including BPMN flow diagrams)• Updating existing standard operating procedures and work instructions, to align with new processes and system functionality• Developing new standard operating models and work instructions• Creating and manage workflows, including review and approval processes in the document management system• Collaborating closely with process owners, IT and/or product to gather input for documentation• Close collaboration with the training and Quality team in order to further strengthen the Operational Excellence• Consulting project and product manager in designing, optimizing and documenting of Customer Services related processes and procedures • Initiation and coordination of process improvements and harmonization throughout the global organization of MS Customer Services• Representation of MS Customer Services in strategic programs/projects with regard to process design, harmonization and organizational • Engagement in post-merger integration activities• Ad hoc analyses, reporting, support and/or lead of improvement measures on behalf of Line, Program or Project Management

• Supporting the Head of BackOffice CH to ensure delivery of agreed SLA, KPI and quality targets for the relevant processes in accordance with all internal procedures• Team and workload management during the absence of Head• Process improvement• Be the first point of escalation or complaints for any issues or problems raised by the customers or Sales during the Head absence• Taking part in solving problems • Analyse the root cause of recurring issues• Proactively seek to maintain high-level of client satisfaction• Act as the Voice of the Customer across the organisation• Monitor of implementation of compliance and regulatory requirements impacting customer function• Authorisation of financial adjustments and transactions and approvals of credit notices as per assigned threshold• Provides reports on all activities and tasks in order to monitor the Back Office productivity, efficiency and quality of service during the Head absence • Assignment of tasks and delegation of responsibilities• Prioritises tasks, monitor performance and provide feedback to team members• Support team in identifying risks and assumptions, quantify these and take preventive or mitigating actions to reduce the consequences, escalate if needed• Supervises of delivery of agreed and quality targets• Active cooperation with business partners and stakeholders (Sales, Risk, Fraud, Onboarding, Billing&Collections, CDM, external partners) on the Swiss and Italian market and representation Head/team on various meetings.• Proposes solutions that can improve the quality of services• Recommends and implements process improvement projects and other projects entrusted by the manager• Coordinating, participating in or facilitating global or local projects and support their implementation across the team• Create an environment based on trust, open communication, creative thinking and cohesive team effort.• Supports the manager in recruitment

• Tracking customer experiences across online channels• Enhance customer services and brand awareness• Identifying customer needs and taking proactive steps to maintain positive experiences• Analyzing customer feedback on product ranges and new releases• Performing product tests, support services, and facilitating improvements• Documenting processes and logging technical issues, as well as customer compliments and complaints

• Updating systems to reflect contract changes, including activating new services and changes to the customer status according to SLA’s,• Multichannel customer interactions between customers and SIX Payment,• Contract and merchant verification and setup in our systems• Work with databases and contract amendments• Act as a role model and contribute to the positive team spirit in order to ensure SIX Payment delivers first class service.

• Respond to all Merchant emails and phone calls; ranging from the simple to the complex & nuanced; • Go that extra mile to ensure an outstanding overall Merchant experience ; • Resolve Merchant issues in a timely, accurate and consistent manner;• Manage time and productivity to meet daily individual and team ticket targets; • Understand intimately multiple Groupon tools and processes;• Act as a liaison with other departments (Sales, Customer Service, Editorial & Finance) to address any cross departmental issues impacting the merchant.

• translation activities; • activity of assistance secretary ; • collaboration in the management of activities at school;• assistance in organization of language laboratories; • assistance in organization of technical laboratories;• collaboration in development of different activities in the language school.

• assistance to teachers in the classroom,• assistance as an auxiliary of conversations in italian language,• coordination in the development of activities in the language school,• marketing,• activity of assistant receptionist,• translation activities.

• teaching italian to polish and bilingual children,• assistance as an auxiliary during italian lessons,• coordination in development of activities outside language school,• organization of language laboratories in the school,• translation activities.

• translation activities, e.x. hotel brochures, website,• respond to clients emails and telephones,• dealing with bookings,• completing procedures when guests arrive and leave,• taking and passing on messages to guests,• dealing with complaints or problems.

• translation activities,• activity of assistance secretary ,• answering calls, taking messages and handling correspondence,• amaintaining diaries and arranging appointments,• managing databases.