Customer Service Advisor FR/DE/ENG

You won't just be answering the phone; you will own the customer experience from A to Z. Your daily missions: Satisfy my customer with “the best in class” omnichannel customer experience by providing seamless support across all channels (Chat, Phone, Social Media), acting as the "Voice of the Customer" to improve digital tools and processes, with key KPIs: Net Promoter Score (NPS) & CSAT > 85%. Satisfy my customer by delivering a seamless end-to-end journey, from purchase to delivery by transforming inquiries into sales opportunities through proactive advice, managing complex B2B mandates and technical after-sales dossiers (Location, Buyback, Repair), handling high-level logistics and payment disputes, with key KPIs: Growth in Gross Merchandise Value (GMV), ARPU, and First Contact Resolution (FCR). Satisfy my customers by ensuring safety procedures by guaranteeing 100% compliance with data protection and financial security procedures, rigorous management of product recalls and fraud prevention, monitoring quality for external service providers, with key KPIs: Zero security breaches and audit compliance.

At Decathlon Switzerland, our Customer Relations Center (CRC) is entering a major transition phase. We are actively preparing for the relocation of our site to Niederwangen (Bern/Fribourg area) in November 2026. Because of this upcoming move, we anticipate several shifts and internal movements within the team. To keep our boat steady and continue delivering a "best-in-class" experience during this transition, we need a proactive and trilingual Customer Service Advisor to step in and support our customers.

• Fluent in French, German and English (Italian is a strong plus). This is essential for our B2B and Swiss-wide operations.

• Retail experience and / or a strong "customer satisfaction” mindset.

• Relocation ready: the office is currently based in Onnens but you must be mobile for our new warehouse/hub near Fribourg/Bern this October.

• You are vital, responsible, and authentic. You are a team player who thrives in a fast-paced environment.

• If applying internally, you must have at least 12 months of seniority in your current position and have the validation of your current Leader.