Mission
Location: Onnens (Moving to the Fribourg/Bern area in October 2026)
Duration: May 1st – Sept 15th (Replacement contract)
The challenge
Join our Customer Relations Center (CRC) to deliver a "best-in-class" experience. We are looking for a sports enthusiast who is trilingual (French/German/English) and ready to relocate with the team in October. While this is a CDD, we value talent and long-term potential.
Your responsibilities
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 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: Vital, responsible, and authentic. You are a team player who thrives in a fast-paced environment.
16. Internal nobility rules: If applying internally, you must have at least 12 months of seniority in your current position and have the validation of your current Leader.
Recruitment process
We are looking for a quick start for May 1st:
17. Step 1: culture and mindset interview with Louise (Talent Acquisition).
18. Step 1: Assessment and language tests
19. Step 3: Technical and operations interview with Stéphane (CRC Leader).
Ready to play? Apply today!