Customer Care Employee (80-100%)

About the job

Since 2009, GONSER AG has been very successful in the Swiss online trade and has developed over the past years into a dynamic company with over 70 employees. On GONSER.CH, we offer a wide range of garden, home, and leisure products. Our recipe for success: fair prices, fast shipping, and a young, motivated team that provides our over 1,000,000 customers with uncomplicated service every day.

Are you keen to shake up the Swiss online trade with us?

Due to strong growth, we are looking to strengthen our team from November or by arrangement with a

Customer Care Employee (80-100%)

Do you have a good understanding of technical products and know how to competently assist customers even with more complex concerns? Then you are exactly right with us.

As part of our Customer Care team, you are the first point of contact for customer concerns. You competently advise and support our customers with questions about products, orders, and complaints, coordinate with logistics and shipping partners, and ensure that issues are resolved quickly and professionally. You navigate confidently in our ERP system and other tools. A varied role with a lot of personal responsibility and an enthusiastic team awaits you.

Your tasks

• Handling customer inquiries via email and WhatsApp
• Competent advice and support of our customers, including technical questions about products and their functionalities
• Contact person for our shipping partners
• Coordination and ensuring of logistical processes
• Recording spare parts deliveries in the system
• Returns management
• Recording credit notes, as well as supporting the payment department with payments, refunds, and chargebacks
• Creating damage and loss invoices
• Interface between customer service and purchasing to pass on customer feedback and identify optimisation potential in products
• Maintenance and management of product information and customer reviews in our webshop and external platforms
• Various organisational and administrative tasks in daily business

What is important to us:

• After your training, you have already gained at least 2 years of experience in customer service or customer consulting, ideally in a technical or product-related environment
• If you have a technical background and are familiar with products and their functionality, for example through a craft or technical training, this is of course a great advantage
• With your good judgement, you think and act in balance between customer and company orientation and always find suitable solutions
• As an organisational talent, you work independently, structured, and efficiently, thus keeping an overview even in hectic moments
• You work daily on the computer, are experienced with ticketing systems, and can quickly familiarise yourself with new software tools thanks to your quick grasp
• You have very good German skills in spoken and written form (C2) as well as good English or French skills (B2 to C1) for communication with our international team
• You are a team player with perseverance on whom one can always rely

Our offer

• A collegial team with short decision-making paths and flat hierarchies
• Unlike many customer service roles, no fixed counter hours and no telephone duty
• Attractive employee discounts on our range
• Modern workplace in the Lucerne area, only 15 minutes from the station (Hergiswil Matt)
• 5 weeks of holiday per year
• Flexible working with home office options and individually adjustable annual working hours