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

ppb Mission /b /p /p pbLocation: /b Onnens (Moving to the Bern area in November 2026) /ppbDuration: /b 5 to 6 months /pppbbYOUR CHALLENGE AND THE CONTEXT /b /b /p /ppAt 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. /ppBecause 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. /ppWhile this is a CDD, we value talent and long-term potential. /ppbWHAT YOU WILL ACTUALLY DO /b /ppb You won't just be answering the phone; you will own the customer experience from A to Z. Your daily missions: /b /ppb1. Satisfy my customer with “the best in class” omnichannel customer experience /b /pliProvide seamless support across all channels (Chat, Phone, Social Media). /liliAct as the "Voice of the Customer" to improve digital tools and processes. /liliKey KPIs: Net Promoter Score (NPS) CSAT 85%. /libp2. Satisfy my customer by delivering a seamless end-to-end journey, from purchase to delivery /p /bliTransform inquiries into sales opportunities through proactive advice. /liliManage complex B2B mandates and technical after-sales dossiers (Location, Buyback, Repair). /liliHandle high-level logistics and payment disputes. /liliKey KPIs: Growth in Gross Merchandise Value (GMV), ARPU, and First Contact Resolution (FCR). /libp3. Satisfy my customers by ensuring safety procedures /p /bliGuarantee 100% compliance with data protection and financial security procedures. /liliRigorous management of product recalls and fraud prevention. /liliMonitor quality for external service providers. /liliKey KPIs: Zero security breaches and audit compliance. /li ppb Profil /b /p /p bWHO YOU ARE ? /blibLanguage pro: /bFluent in French, German and English (Italian is a strong plus). This is essential for our B2B and Swiss-wide operations. /lilibExperience: /bwe highly value Retail experience and / or a strong "customer satisfaction” mindset. /lilibRelocation ready: /b the office is currently based in Onnens but you must be mobile for our new warehouse/hub near Fribourg/Bern this October. /lilibDecathlon mindset: /bYou are vital, responsible, and authentic. You are a team player who thrives in a fast-paced environment. /lipbTHE DEAL /b /ppTo make sure our expectations perfectly align, here are the specifics of the role: /plibContract and duration: /bThis is a Temporary Replacement Contract (CDD) starting ASAP until end of this year /lilibThe future: /b 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. /lilibLocation: /b You will be based in Onnens, with the understanding that the site will relocate to Niederwangen in November 2026. /lipbTHE RECRUITMENT PROCESS /b /ppWe need someone ready to jump in quickly. Here is how we will proceed: /pliOnline Assessment and language tests MANDATORY (to validate your trilingual skills and personality fit). /liliInterviews: 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. /lipbReady to play? Apply today! /b /p