At Decathlon Switzerland, the Customer Relations Center (CRC) is entering a major transition phase, preparing for the relocation of the site to Niederwangen (Bern/Fribourg area) in November 2026. To maintain a "best-in-class" customer experience during this transition, a proactive and trilingual Customer Service Advisor is needed to support customers. While this is a fixed-term contract, talent and long-term potential are valued.
Tasks
- Provide seamless support across all channels (Chat, Phone, Social Media).
- Act as the "Voice of the Customer" to improve digital tools and processes.
- 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.
- Guarantee 100% compliance with data protection and financial security procedures.
- Rigorous management of product recalls and fraud prevention.
- Monitor quality for external service providers.
Requirements
- Fluent in French, German and English (Italian is a strong plus).
- Retail experience and/or a strong "customer satisfaction" mindset is highly valued.
- Mobile and ready to relocate from Onnens to the new warehouse/hub near Fribourg/Bern this October.
- Vital, responsible, and authentic mindset.
- Team player who thrives in a fast-paced environment.
- If applying internally, at least 12 months of seniority in current position and validation from current Leader.
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Über uns
Das Team
The team is undergoing several shifts and internal movements due to the upcoming relocation, and collaboration is essential to maintain a steady customer experience.