Private Customer Support Expert Real Estate (m/f/d) | 80–100% | Hybrid | Zurich

Company Description

Welcome to SMG Swiss Marketplace Group AG

SMG is a pioneering network of online marketplaces and a leading European digital company that simplifies people’s lives with future-oriented products. We operate leading marketplaces in the fields of real estate, automotive, general marketplaces, as well as finance & insurance. Our actions are guided by our values: Better Together, Aim High and Act Responsibly.
 

Job Description

Your Mission
You take professional responsibility for particularly complex, escalated and cross-departmental customer concerns across Flatfox, Homegate and ImmoScout24.
You develop decision logics, quality and processes further and ensure a consistent, customer-oriented and legally compliant support handling.

Your Tasks

• Handling complex, escalated as well as legally or reputationally sensitive customer cases
• Support in day-to-day business at Homegate and ImmoScout24 or Flatfox
• Development and maintenance of professional decision logics, standards and guidelines for complex cases
• Professional decision-making authority within the defined area of responsibility; collaboration with Legal on legally relevant cases
• Analysis of recurring sources of error and derivation of sustainable process, quality and product improvements
• Building and further developing new AI-supported support solutions in close cooperation with Product and Engineering, including risk analysis as well as defining test and release criteria
• Professional support of Senior Support Agents in complex cases, quality issues and process decisions
• Where applicable, deputising for the team leader in critical professional and escalation matters 
   

Qualifications

Your Profile

• Several years of proven experience in customer support or customer service with responsibility for complex cases, escalations and process improvements
• Very good understanding of digital customer processes, quality management and professional decision-making
• Ability to clearly structure complex matters, weigh risks and represent decisions appropriately to the target audience
• Very good oral and written German and English skills, at least C1
• Good oral and written skills in French or Italian, at least B2
• AI-first mentality: experience or strong interest in active participation in AI projects as well as understanding of the professional possibilities, limits and quality risks of AI-supported support processes 
   

Additional Information

What we offer you

• 6 weeks holiday (with the possibility to buy up to 10 additional days)
• 40-hour week
• 18 weeks maternity leave and 6 weeks paternity leave. Also applies in case of adoption.
• Flexible working models (work-life balance is very important to us)
• Access to platforms for mental health, wellbeing and counselling
• Half-fare travelcard for public transport and 1st class train travel between SMG locations in Switzerland 

Application Process
We consider the hiring process as a mutual exchange in which both sides get to know each other. Here is what to expect:

• 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 support them in important life decisions. The portfolio includes real estate (ImmoScout24, Homegate, Flatfox, CASASOFT, IAZI), automobiles (AutoScout24, MotoScout24), general marketplaces (anibis.ch, tutti.ch, Ricardo) as well as finance & insurance (FinanceScout24, moneyland.ch).

Disclaimer / Note 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 explicitly requested their support for specific positions.
All submissions without prior request by our Talent Acquisition team will neither be considered nor acknowledged.
We thank recruitment agencies for their understanding and cooperation in adhering to this policy.