About Company
Swisscom is Switzerland’s leading telecommunications company and one of its foremost IT companies. With a strong commitment to innovation, customer satisfaction, and a connected future, Swisscom connects people and companies across the nation. We offer a comprehensive range of services, including mobile, internet, TV, and IT solutions for residential and business customers. Our success is driven by a culture of excellence, a dedicated workforce, and a continuous pursuit of technological advancement. Joining Swisscom means becoming part of a team that values integrity, collaboration, and making a tangible impact on millions of lives daily. We foster an environment where employees can grow, develop, and contribute to shaping the digital landscape of Switzerland.
Job Description
Are you a natural communicator with a passion for helping people? Do you thrive in a dynamic environment where every day brings new challenges and opportunities to make a difference? Swisscom is looking for a dedicated and empathetic Customer Service Representative to join our vibrant team in Bern. In this full-time role, you will be the first point of contact for our valued customers, providing exceptional support and solutions across our diverse range of telecommunications and IT services. You will engage with customers primarily via phone, email, and chat, addressing inquiries, resolving technical issues, and guiding them through our products and offerings. This position is perfect for individuals who possess strong problem-solving skills, a keen ability to listen and understand customer needs, and a desire to contribute to a leading national brand. We believe in empowering our employees with comprehensive training and continuous support to ensure you have all the tools necessary to succeed and advance your career within Swisscom. If you are committed to delivering outstanding customer experiences and ready to contribute to a company that values its people and its customers, we encourage you to apply.
Key Responsibilities
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Diagnose and resolve technical issues related to internet, mobile, TV, and other Swisscom services.
- Provide accurate information about products, services, billing, and account management.
- Guide customers through troubleshooting steps and service activation processes.
- Document all customer interactions and resolutions accurately in the CRM system.
- Identify opportunities to upsell or cross-sell suitable products and services based on customer needs.
- Collaborate with other departments to resolve complex customer issues efficiently.
- Maintain a high level of customer satisfaction through excellent service delivery.
- Stay updated on product changes, service enhancements, and company policies.
Required Skills
- Fluency in German (C1/C2 level) and English (B2 level or higher), both written and spoken.
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and a methodical approach to troubleshooting.
- Empathy and a customer-centric mindset.
- Ability to work effectively in a fast-paced and team-oriented environment.
- Proficiency in using CRM software and standard office applications (MS Office Suite).
- Ability to manage multiple tasks and prioritize effectively.
Preferred Qualifications
- Previous experience in a customer service or call center environment.
- Familiarity with telecommunications products and services.
- Additional language proficiency in French or Italian.
- Completed vocational training (e.g., commercial apprenticeship) or equivalent experience.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health and social insurance benefits.
- Generous vacation allowance.
- Opportunities for continuous learning and professional development.
- Employee discounts on Swisscom products and services.
- Modern and inspiring work environment.
- Contribution to public transport costs.
- Work-life balance initiatives, including flexible working hours and potential home office days.
How to Apply
Interested candidates are encouraged to apply directly through our official careers portal. Please click on the application link below to submit your resume and cover letter. Ensure your application clearly highlights your relevant experience, language skills, and passion for customer service. We look forward to reviewing your application!