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

Company Description

Welcome to SMG Swiss Marketplace Group! SMG is a pioneering network of online marketplaces and a leading European digital company that simplifies people’s lives with forward-looking products. We operate leading marketplaces across real estate, automotive, general classifieds, and finance & insurance. We’re driven by our values: Better Together, Aim High, and Act Responsibly.

Mission Overview

The Private Customer Support Team in Real Estate plays 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 supporting the team and contributing to our overarching goals. Join our dynamic team across six countries (Switzerland, Serbia, Vietnam, France, Germany, and India), where creativity thrives. Together, we tackle challenges, celebrate successes, and engage in continuous learning and growth.

Key Responsibilities

• Handle customer inquiries across multiple platforms (Homegate, ImmoScout24, Flatfox) in German, French, Italian, and English, ensuring professional and customer-oriented communication.
• Manage and resolve complex and escalated cases, including legally or reputationally sensitive topics.
• Drive quality assurance through ticket reviews, audits, and continuous improvement of support processes.
• Maintain and evolve support guidelines, FAQs, and knowledge base content.
• Coach and onboard support agents, providing expert guidance on quality and complex cases.

Qualifications

Ideal candidates will bring:

• 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, with good communication skills in Italian.
• High quality and service orientation with a strong sense of ownership.
• A structured, solution-oriented mindset with the ability to work independently.

What We Offer

• 6 weeks of holidays per year (plus the option to buy 10 extra).
• 40-hour work week with flexible working hours (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.

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. We provide customers with the best tools to meet their life decision needs. Our portfolio includes Real Estate (ImmoScout24, Homegate, Flatfox, Immostreet.ch), Automotive (AutoScout24, MotoScout24), General Marketplaces (anibis.ch, tutti.ch, Ricardo), and Finance & Insurance (FinanceScout24, moneyland.ch).