Customer Service Advisor FR/DE/ENG (fixed-term contract) — Decathlon

Full description

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 continuing to "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

• Provide seamless support across all channels (Chat, Phone, Social Media).
• Act as the "Voice of the Customer" to improve digital tools and processes.
• Key KPIs: Net Promoter Score (NPS) & CSAT > 85%. 2. Satisfy my customer by delivering a seamless end-to-end journey, from purchase to delivery
• Transform inquiries into sales opportunities through proactive advice.
• Manage complex B2B sends and technical after-sales dossiers (Location, Buyback, Repair).
• Handle high-level logistics and payment disputes.
• Key KPIs: Growth in Gross Merchandise Value (GMV), ARPU, and First Contact Resolution (FCR). 3. Satisfy my customers by qualified safety procedures
• Guarantee 100% compliance with data protection and financial security procedures.
• Rigorous management of product recalls and fraud prevention.
• Monitor quality for external service providers.
• Key KPIs: Zero security breaches and audit compliance.