Company DescriptionWelcome to SMG Swiss Marketplace Group!SMG is a pioneering network of online marketplaces and a leading European digital company that simplifies people's lives with forward-looking products.We operate leading marketplaces across real estate, automotive, general classifieds, and finance & insurance. We're driven by our values: Better Together, Aim High, and Act Responsibly.Job DescriptionYour MissionAs a Private Customer Support Expert in the Private Customer Support Team Real Estate, you will play a crucial role in ensuring high-quality and reliable handling of customer inquiries, including complex and escalated cases. This role allows you to drive quality and continuous improvement of operational workflows while enabling and supporting the support team while contributing to our overarching goals and mission. Join our dynamic team, located in six countries (Switzerland, Serbia, Vietnam, France, Germany, and India), where creativity thrives. Together, we tackle challenges, celebrate successes, and keep learning and growing.Specifically, you will work on:Handling customer inquiries across multiple platforms (Homegate, ImmoScout24, Flatfox) in (D/F/I/E), ensuring a professional and customer-oriented communicationManaging and resolving complex and escalated cases, including legally or reputationally sensitive topicsDriving quality assurance through ticket reviews, audits, and continuous improvement of support processesMaintaining and evolving support guidelines, FAQs, and knowledge base contentCoaching and onboarding support agents, providing expert guidance on quality and complex casesYour responsibilities will evolve as we grow.QualificationsWhat will you bring to the ride?Several years of experience in Customer Support or Customer ServiceStrong expertise in support processes, tools, and handling escalationsExcellent communication skills in German, French, and English, and good communication skills in ItalianHigh quality and service orientation with strong sense of ownershipStructured, solution-oriented mindset with the ability to work independentlyAdditional InformationWhat do we offer? 6 weeks of holidays per year (plus option to buy 10 extra)40-hour work week with flexitime (capped at 45 hours)Generous parental leave: 18 weeks for maternity and 6 weeks for paternity/adoptionSBB Half-Fare Card and first-class travel between SMG offices in SwitzerlandGender-neutral pay and transparent career pathsAn inclusive and innovative environment where your voice mattersRecruitment Process We keep hiring simple and human:Initial Screening CallMeeting the Hiring Manager / Technical AssessmentTeam Fit MeetingAbout UsSMG Swiss Marketplace Group is a pioneering network of online marketplaces and a cutting-edge digital company that simplifies people's lives with innovative products.SMG Swiss Marketplace Group provides customers with the best tools to meet their life decision needs. The portfolio includes Real Estate (ImmoScout24, Homegate, Flatfox,, ,, Publimmo,, CASASOFT, IAZI), Automotive (AutoScout24, MotoScout24), General Marketplaces (,, Ricardo) and Finance & Insurance (FinanceScout24, ).DisclaimerSMG Swiss Marketplace Group primarily engages with candidates directly. We do not accept unsolicited resumes or candidate profiles from recruitment agencies unless we have specifically requested their assistance for particular roles. Any submissions made without a prior request from our Talent Acquisition team will not be acknowledged or considered. We appreciate the understanding and cooperation of recruitment agencies in respecting this policy. j4id10222810a j4it0624a j4iy26a