At Decathlon, we believe that a fulfilled teammate makes for a satisfied customer. For over 45 years, this conviction has guided everything we do. In Switzerland, where we have been writing our story since 2017, we build on this strong foundation to shape the future. Our ambition: to become the leading sports retailer in the country. With more than 1,000 teammates, we bring our 48 stores across Switzerland to life every day, driven by trust, responsibility, and an entrepreneurial spirit to tackle tomorrow’s challenges together.

You’ll be joining the team at a pivotal moment. Over the past year, our contact volume has doubled, pushing us to rethink and reshape the way we operate. We're currently undergoing a deep transformation: integrating AI tools, scaling our marketplace and service offerings, and partially outsourcing customer support.

This role sits at the heart of Decathlon’s ongoing digital evolution. As our business becomes increasingly digital, we’re committed to delivering a seamless, accessible, and personalized customer experience across all touchpoints. The Customer Relationship Center (CRC) is a key pillar of this mission.

In this context, we're looking for someone who can step in as an expert advisor, capable of handling complex customer cases that cannot be automated or outsourced. You’ll play a crucial role in ensuring high-quality support, strengthening customer trust, and elevating our overall service standards.

What you’ll learn on the job:

• Supporting customers through remote and digital channels (chat, email, phone).
• Using tools like CRM platforms, order tracking systems, and AI assistants.
• Deepening your product expertise to guide customers online.
• Taking the lead on non-standard cases that require good judgment and a human touch.

Your work environment:

• Start your adventure in mid-October 2025.
• A variety of work locations - begin in Onnens (VD) or Spreitenbach (AG), then move to our brand-new site in Niederwangen (BE) from 01.07.2026.
• Hybrid flexibility - enjoy 2 days of home office per week after your probation period.
• Own your schedule with flexible working hours.
• Healthy work-life balance that allows you to enjoy sports.
• Recharge fully with 5 weeks of paid vacation every year.

You have a strong customer mindset, and you thrive in roles where you can help, advise, and solve problems. You’re looking to grow in a digital environment and take on a new challenge where empathy, structure, and autonomy are key.

• You have previous experience in customer service or in customer relations in general.

• You listen actively and ask the right questions.

• You communicate clearly and calmly, even in complex or high-pressure situations.

• You’re well-organized and know how to manage your time and priorities.

• You handle conflict with maturity and take full ownership of your actions.

• You’re naturally curious, adaptable, and open to learning.

• You’re not afraid to make decisions and take initiative.

• You want to keep growing and contribute to a high-performing, caring team.

• You speak French and German (to be able to speak on the phone with customers) fluently and feel comfortable in English (as it is the language used between CRC members).