Mission 1. Elevate the Remote Customer Experience (Phone, Chat, Email)

• Be the Voice of the Brand: Welcome every incoming customer with energy, acting as a true host over the phone and digital channels.
• Active Listening & Advice: Diagnose customer needs quickly to provide expert advice on sports activities and equipment.
• Adaptability: Read the room—tailor your tone and communication style to match the customer’s mood and needs.
• First-Contact Resolution: Go the extra mile to resolve issues on the spot, ensuring every interaction ends with a satisfied customer.

2. Master Order Management & Digital Tools

• Navigate the Tech: Smoothly manage customer orders, tracking, deliveries, and refunds using our internal e-commerce systems.
• Problem Solving: Proactively handle system errors, delivery delays, and payment issues to save the customer's shopping experience.
• Voice of the Customer: Log feedback accurately to help our product and logistics teams improve the overall business.

3. Ensure Safety, Security & Compliance

• Data Privacy: Strictly protect customer data during phone and digital verifications.
• Risk Management: Identify and flag potential fraud, and follow crucial protocols for product recalls and REACH compliance.
• Crisis Control: Stay calm and follow standard operating procedures during escalated or critical customer situations.

Minimum level of spoken and written English is B2.

WHAT WE OFFER:

• Onboarding process in the specifics of the business and duties of the position.
• Base salary - starting from 1150 euro
• Monthly bonus added to your salary and annual profit sharing depending of the economic performance of the company.
• Fun and collaborative working atmosphere.
• This is a hybrid role: 20-30% of the working days will be in the office, the rest can be done remotely.
• 20 days annual paid vacation
• Additional health Insurance
• Food vouchers 102 euro, monthly
• Multisport card
• Discounts at Decathlon
• Shareholding in Decathlon
• Free parking
• Great opportunities for international career development in over 60 countries worldwide.

To get the world moving is a team sport! Ready to Play?