Produkt- und Prozessentwicklung, Customer Support Real Estate (w/m/d) | 80–100% | Hybrid | Zürich — SMG Swiss Marketplace Group

Full description

You support Team Lead in the professional development of processes and digital solutions in the Customer Operations area for Homegate, ImmoScout24 and Flatfox. You will recognize recurring concerns and causes, develop professional assessments and suggestions for improvement and coordinate them with the Lead and Product and Engineering team. As an integral part of your role, you yourself work in the day-to-day support business, deal with customer concerns up to escalations and recognize recurring problems and potential for improvement at first hand. You bring your observations specifically into the further development of processes and solutions. At the same time, you ensure that changes in everyday work work and complex issues are solved in a technically sound manner.

Your tasks

• You will analyze customer concerns, process flows and quality data and support the Team Lead in identifying action areas and prioritizing improvements.
• You develop technical requirements and suggestions for process improvement and support the Team Lead in their coordination, implementation and impact control.
• You work closely with product and engineering on AI-enabled support solutions: You bring in specialist use cases and assess results, risks and quality criteria.
• You regularly handle customer issues for Homegate, ImmoScout24 and Flatfox and take over complex and escalated cases, if necessary in cooperation with Legal.
• You strengthen the professional quality through clear decision-making principles, work guidelines and targeted coaching in the team.

Qualificates

• Professional experience in product management, process development, business process engineering or in a comparable function as well as proven experience in customer support or customer service, ideally in digital customer processes. You were responsible for complex cases and escalations and participated in process improvements.
• Very good understanding of digital customer processes, quality management and professional decision-making. You structure complex issues clearly, evaluate risks and represent decisions appropriate to the addressee.
• Strong AI affinity and interest in shaping new AI applications.
• Very good analytical, conceptual and communication skills, as well as the ability to engage different stakeholders and advance decisions.
• German and English oral and written fluent (at least C1); French or Italian from B2 level of great advantage

What sets you apart You can see connections between customer concerns, digital products and internal processes. You bring networked thinking, analytical curiosity and joy in working with different disciplines. You keep an eye on the needs of the customer and the daily reality of support. Your tasks will evolve with our products, processes and AI applications.

Informazioni aggiuntive

This is what we offer you

• 6 weeks holidays (with the possibility to buy up to 10 extra days)
• 40-hour week
• 18 weeks of maternity leave and 6 weeks of paternity leave. It also applies to adoption.
• Flexible working models (work-life balance is very important to us)
• Access to mental health, well-being and counselling platforms
• Half-tax subscription for public transport and 1st class travel by train between SMG locations in Switzerland

Application procedure

We view the recruitment process as a mutual exchange in which both sides get to know each other. This is what awaits you:

• Video interview with recruiter (30 min.)
• Video interview with Hiring Manager including technical assessment (60 min.)
• Team Fit Meeting (45 min.)

#LI-Hybrid

About us

SMG Swiss Marketplace Group AG is a pioneering network of online marketplaces and an innovative digital company that simplifies people’s lives with future-oriented products.

SMG Swiss Marketplace Group AG offers customers the best tools to help them make important life decisions. The portfolio includes real estate (ImmoScout24, Homegate, Flatfox, CASASOFT, IAZI), automobiles (AutoScout24, MotoScout24), general marketplaces (anibis.ch, tutti.ch, Ricardo) and finance & insurance (FinanceScout24, moneyland.ch).

Disclaimer / Notice for agencies SMG Swiss Marketplace Group AG primarily works directly with applicants. We do not accept unsolicited CVs or candidate profiles from recruitment agencies unless we have specifically requested their support for certain positions.

All submissions without prior request by our Talent Acquisition team are neither considered nor confirmed.

We thank the recruitment agencies for their understanding and cooperation in complying with this directive.

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