Join our Customer Relations Center (CRC) to deliver a "best-in-class" experience !
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
- 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 process
We 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!
Compétences
German
French
English
CRC
Customer care
customer service