Associate Customer Care 100% (m/f/d)

About the job

mobilezone is a leading independent Swiss corporate group for telecommunications and mobile living. Around 700 employees work across Switzerland at our locations and in around 125 own shops for our customers. With strong brands such as mobilezone, TalkTalk, Digital Republic, jusit and Apfelkiste, we combine retail, e-commerce, telecommunications, B2B and sustainable second-life offers under one roof. In doing so, we continuously develop and actively shape the future of mobile living in Switzerland. For more information, visit www.mobilezoneholding.ch .

Our customer service is the central point of contact for all customer concerns outside our shops and supports the customers of mobilezone, TalkTalk, jusit and mobilezone reload. To strengthen our team at the headquarters in Rotkreuz, we are looking for an experienced individual who resolves complaints and complex customer concerns with a lot of ownership from A to Z.

To strengthen our team, we are looking for you at our headquarters in Rotkreuz from 1 January 2027 as:

Associate Customer Care 100% (m/f/d)

Your tasks

You are the contact person when things get tricky. You report to the Head of Customer Care and take on, among other things, the following tasks:

• End-to-end processing of complaints related to our mobilezone shops, our webshops, the MVNO business of TalkTalk and the B2B repair business of mobilezone reload, including coordination of solution finding and bringing about decisions
• Handling of escalation cases in close cooperation with sales and other departments
• Processing of 2nd-level customer enquiries and complex issues around deliveries
• Support in triaging several central mailboxes and distributing enquiries as well as independently handling part of them
• Support with back-office tasks and in 1st-level customer contact

Your profile

• Completed vocational training, ideally as a commercial clerk, in customer dialogue or retail; further training in customer service is an advantage
• Several years of experience in 1st and 2nd-level customer service, especially in complaint management of escalation cases
• Routine in telephone and written customer contact; experience in the telecommunications industry is a plus
• Confident German and good French skills; Italian, English or other languages are an advantage
• Confident handling of MS Office and experience with a CRM system

Challenging cases are your strength

The tricky customer concerns land with you. You keep an overview, bring the right people together and ensure that an annoyed customer becomes a fan of mobilezone again.

This is what sets you apart:

You work independently, are resilient and gladly take on responsibility. With a methodical approach, an end-to-end mindset and a hands-on mentality, you bring cases to a conclusion efficiently and solution-oriented. You think in networks, are customer-oriented and negotiate skilfully, even when things get heated. If you want to advance our customer service with your experience, we look forward to getting to know you.

We offer you:

• State-of-the-art infrastructure in a central location (Rotkreuz)
• Hybrid working model with office and home office days
• Appreciative atmosphere with flat hierarchies
• Attractive occupational pension scheme benefits
• Accident insurance in the private sector
• Employee offers in the telecommunications sector
• Various employee events
• and much more...

Does this suit you?

We look forward to receiving your complete application including your salary expectations via our online application system. To ensure from the outset that our mutual expectations match, we only consider applications with the corresponding salary indication.

For further information about the position, please contact Lukas Degrandi, Director Customer & Quality Services, at Tel. +41 58 400 24 16.