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

Join our Customer Relations Center (CRC) to deliver a “best-in-class” experience !

Aufgabe

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

• 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 mandates 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 ensuring 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.

Profil

Who you are ?

• Language pro: Fluent in French, German and English (Italian is a strong plus). This is essential for our B2B and Swiss-wide operations.
• Experience: we highly value Retail experience and a strong “customer satisfaction” mindset.
• Relocation ready: the office is currently based in Onnens but you must be mobile for our new warehouse/hub near Fribourg/Bern this October.
• Decathlon mindset: Vital, responsible, and authentic. You are a team player who thrives in a fast-paced environment.

• 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 processWe are looking for a quick start for May 1st:

• Step 1: culture and mindset interview with Louise (Talent Acquisition).
• Step 1: Assessment and language tests
• Step 3: Technical and operations interview with Stéphane (CRC Leader).

Ready to play? Apply today!

Kompetenzen

• German
• French
• English
• CRC
• Customer care
• customer service