Mission
Location: Onnens (Moving to the Bern area in November 2026)
Duration: 5 to 6 months
YOUR CHALLENGE AND THE CONTEXT
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.
While this is a CDD, we value talent and long-term potential.
WHAT YOU WILL ACTUALLY DO
You won't just be answering the phone; you will own the customer experience from A to Z. Your daily missions:
1. Satisfy my customer with “the best in class” omnichannel customer experience
1. Provide seamless support across all channels (Chat, Phone, Social Media).
2. Act as the "Voice of the Customer" to improve digital tools and processes.
3. Key KPIs: Net Promoter Score (NPS) & CSAT > 85%.
2. Satisfy my customer by delivering a seamless end-to-end journey, from purchase to delivery
4. Transform inquiries into sales opportunities through proactive advice.
5. Manage complex B2B mandates and technical after-sales dossiers (Location, Buyback, Repair).
6. Handle high-level logistics and payment disputes.
7. Key KPIs: Growth in Gross Merchandise Value (GMV), ARPU, and First Contact Resolution (FCR).
3. Satisfy my customers by ensuring safety procedures
8. Guarantee 100% compliance with data protection and financial security procedures.
9. Rigorous management of product recalls and fraud prevention.
10. Monitor quality for external service providers.
11. Key KPIs: Zero security breaches and audit compliance.
Profil
WHO YOU ARE ?
12. Language pro: Fluent in French, German and English (Italian is a strong plus). This is essential for our B2B and Swiss-wide operations.
13. Experience: we highly value Retail experience and / or a strong "customer satisfaction” mindset.
14. Relocation ready: the office is currently based in Onnens but you must be mobile for our new warehouse/hub near Fribourg/Bern this October.
15. Decathlon mindset: You are vital, responsible, and authentic. You are a team player who thrives in a fast-paced environment.
THE DEAL
To make sure our expectations perfectly align, here are the specifics of the role:
16. Contract and duration: This is a Temporary Replacement Contract (CDD) starting ASAP until end of this year
17. The future: there is no strict guarantee of an extension or a permanent contract (CDI) at the end of this period. However, we value great talent. If you shine and an opportunity arises, transitioning to a CDI is definitely a possibility.
18. Location: You will be based in Onnens, with the understanding that the site will relocate to Niederwangen in November 2026.
THE RECRUITMENT PROCESS
We need someone ready to jump in quickly. Here is how we will proceed:
19. Online Assessment and language tests MANDATORY (to validate your trilingual skills and personality fit).
20. Interviews: If your profile matches, you will go through 2 to 3 interview stages to meet the team and ensure we are a great fit for each other.
Ready to play? Apply today!