Private Customer Support Expert (f/m/d) | 80-100% | Hybrid working model | Zürich

Job Description

Your Mission

As a Private Customer Support Expert in the Private Customer Support Team Real Estate, you will play a crucial role in ensuring high-quality and reliable handling of customer inquiries, including complex and escalated cases. This role allows you to drive quality and continuous improvement of operational workflows while enabling and supporting the support team while contributing to our overarching goals and mission. Join our dynamic team, located in six countries (Switzerland, Serbia, Vietnam, France, Germany, and India), where creativity thrives. Together, we tackle challenges, celebrate successes, and keep learning and growing.

Specifically, you will work on:

• Handling customer inquiries across multiple platforms (Homegate, ImmoScout24, Flatfox) in (D/F/I/E), ensuring a professional and customer-oriented communication
• Managing and resolving complex and escalated cases, including legally or reputationally sensitive topics
• Driving quality assurance through ticket reviews, audits, and continuous improvement of support processes
• Maintaining and evolving support guidelines, FAQs, and knowledge base content
• Coaching and onboarding support agents, providing expert guidance on quality and complex cases

Your responsibilities will evolve as we grow.

Qualifications

What will you bring to the ride?

• Several years of experience in Customer Support or Customer Service
• Strong expertise in support processes, tools, and handling escalations
• Excellent communication skills in German, French, and English, and good communication skills in Italian
• High quality and service orientation with strong sense of ownership
• Structured, solution-oriented mindset with the ability to work independently

Additional Information

What do we offer? 

• 6 weeks of holidays per year (plus option to buy 10 extra)
• 40-hour work week with flexitime (capped at 45 hours)
• Generous parental leave: 18 weeks for maternity and 6 weeks for paternity/adoption
• SBB Half-Fare Card and first-class travel between SMG offices in Switzerland
• Gender-neutral pay and transparent career paths
• An inclusive and innovative environment where your voice matters

Recruitment Process 

We keep hiring simple and human:

• Initial Screening Call
• Meeting the Hiring Manager / Technical Assessment
• Team Fit Meeting

About Us

SMG Swiss Marketplace Group is a pioneering network of online marketplaces and a cutting-edge digital company that simplifies people’s lives with innovative products.
SMG Swiss Marketplace Group provides customers with the best tools to meet their life decision needs. The portfolio includes Real Estate (ImmoScout24, Homegate, Flatfox, Immostreet.ch, alle-immobilien.ch, home.ch, Publimmo, Acheter-Louer.ch, CASASOFT, IAZI), Automotive (AutoScout24, MotoScout24), General Marketplaces (anibis.ch, tutti.ch, Ricardo) and Finance & Insurance (FinanceScout24, moneyland.ch).

Disclaimer

SMG Swiss Marketplace Group primarily engages with candidates directly. We do not accept unsolicited resumes or candidate profiles from recruitment agencies unless we have specifically requested their assistance for particular roles. Any submissions made without a prior request from our Talent Acquisition team will not be acknowledged or considered. We appreciate the understanding and cooperation of recruitment agencies in respecting this policy.