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At Decathlon Switzerland, our Customer Relations Center is preparing for a major transition with the relocation of our site to Niederwangen (Bern/Fribourg area) in November 2026. To maintain a high-quality customer experience during this period, we are seeking a proactive and trilingual Customer Service Advisor for a fixed-term contract.

Tasks

  • Provide seamless support across all channels (Chat, Phone, Social Media) and deliver a best-in-class omnichannel customer experience.
  • Act as the Voice of the Customer to improve digital tools and processes, with a focus on Net Promoter Score (NPS) and CSAT > 85%.
  • Transform inquiries into sales opportunities through proactive advice.
  • Manage complex B2B mandates and technical after-sales dossiers (Location, Buyback, Repair).
  • Handle high-level logistics and payment disputes, aiming for growth in Gross Merchandise Value (GMV), ARPU, and First Contact Resolution (FCR).
  • Guarantee 100% compliance with data protection and financial security procedures.
  • Manage product recalls and fraud prevention rigorously.
  • Monitor quality for external service providers, ensuring zero security breaches and audit compliance.

Requirements

  • Fluent in French, German, and English; Italian is a strong plus.
  • Retail experience and/or a strong customer satisfaction mindset is highly valued.
  • Willingness to relocate: currently based in Onnens, but must be mobile for the new warehouse/hub near Fribourg/Bern in October.
  • Vital, responsible, and authentic mindset, with the ability to thrive in a fast-paced environment.
  • Team player attitude.
  • If applying internally, at least 12 months of seniority in your current position and validation from your current Leader are required.
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Über uns
Decathlon Sports Switzerland SA betreibt in der Schweiz Sportfachmärkte und einen Online-Shop für Sportartikel. Das Unternehmen bietet Sportbekleidung, Schuhe, Ausrüstung, Ernährung, Zubehör und Services für zahlreiche Sportarten an. Decathlon Schweiz verbindet stationären Detailhandel, E-Commerce, Logistik, Beratung und Serviceleistungen für Kundinnen und Kunden im Freizeit-, Breiten- und Leistungssport.
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