Customer Support Specialist D/F

📌 Core Information

🔹 Job Title: Customer Support Specialist D/F

🔹 Company: Olmero

🔹 Location: Opfikon, Zürich, Switzerland

🔹 Job Type: Remote

🔹 Category: 📞 Customer Service

🔹 Date Posted: Tue Apr 01 2025

🔹 Experience Level: 0-2 years

🔹 Remote Status: Hybrid

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Providing top-notch customer support regarding login issues, platform queries, contract and cancellation handling, billing, and reminders.
• Maintaining smooth operational processes through superior organizational skills and attention to detail.
• Acting as the initial contact for customers from various sectors, ensuring their issues are promptly addressed.
• Opportunities to grow into a leadership role by taking on more responsibilities over time.

ASSUMPTION: Since there's a focus on proactive support, the position likely involves direct interaction via phone and other communication methods.

📋 Key Responsibilities

✅ Serve as the first point of contact to handle and resolve customer issues efficiently.

✅ Manage invoices, reminders, and contract-related queries, ensuring all are up to date and correctly processed.

✅ Accurately record customer inquiries in the CRM and route them to appropriate departments.

✅ Identify technical issues early and collaborate with the IT team for resolution.

✅ Continuously contribute ideas to improve and optimize customer service processes.

✅ Assist a diverse client base—architects, entrepreneurs, contractors, and suppliers—in finding effective solutions.

ASSUMPTION: Responsibilities imply a need for technical proficiency, suggesting familiarity with CRM systems and possibly basic IT troubleshooting will be key.

🎯 Required Qualifications

Education: Completed vocational training (EFZ) is required.

Experience: At least some experience in customer support or related roles; experience in hospitality, sales, or administrative roles counts.

Required Skills:

• Fluent in German (C1-C2) and proficient in French (B2-C1), both written and spoken.
• Strong customer service orientation and ability to handle stress with composure.
• Effective communicator with a knack for problem-solving and teamwork.

Preferred Skills:

• Experience in the SaaS or platform business models and CRM systems.
• Background in commercial or technical fields, particularly concerning the construction or real estate industry.

ASSUMPTION: The emphasis on multilingual skills suggests that the customer base is likely diverse and includes both German and French-speaking clients.

💰 Compensation & Benefits

Salary Range: Not specified. Compensation likely competitive given the specialized needs and skills required.

Benefits:

• Minimum 5 weeks of vacation per year
• 1 additional "Purpose Day" off annually
• Flexible work arrangements with regular home office days
• Annual contribution of CHF 300 for expenses related to remote work
• Opportunities for professional development with investments in further training
• Company events, including a summer party and Christmas celebration

Working Hours: 40 hours per week, with fixed hours from 8:00 AM to 5:00 PM, including a 1-hour lunch break.

ASSUMPTION: While direct salary information isn't specified, the comprehensive benefits package indicates an above-average employment value proposition.

📌 Applicant Insights

🔍 Company Context

Industry: Information Technology & Services, specifically focused on facilitating construction industry collaboration.

Company Size: 54 employees, a medium-sized company offering close-knit team dynamics.

Founded: 2000, providing over two decades of expertise in the construction industry.

Company Description:

• Olmero is a leading Swiss tendering platform connecting key stakeholders in the construction industry.
• Dedicated to enhancing construction collaboration across architects, contractors, and suppliers.
• Aimed at driving efficiency in the largest network of building professionals.

Company Specialties: Not Specified

Company Website: http://www.olmero.ch

ASSUMPTION: Given the company specialties are not listed, the primary focus appears to be software solutions enabling efficient project management in the construction sector.

📊 Role Analysis

Career Level: Early career, with opportunities for progression into leadership roles.

Reporting Structure: Work closely with a team lead and alongside four other team members.

Work Arrangement: Hybrid work setup allows for flexible home office days balanced with required in-office participation.

Growth Opportunities:

• Pathway to a leadership role within the team.
• Opportunities for cross-departmental collaboration and skill enhancement.
• Participation in strategic improvements to elevate customer service standards.

ASSUMPTION: Career progression seems closely tied to performance, offering motivated individuals a chance to stand out.

🌍 Location & Work Environment

Office Type: Likely open-concept or modern office promoting teamwork and collaboration.

Office Location(s): Europa-Strasse 30, Glattbrugg, Zürich 8152, CH

Geographic Context:

• Located in Zürich, a hub for business and innovation in Switzerland.
• Accessible to public transportation, with vibrant local amenities.
• Proximity to the heart of the European business action fosters ample networking opportunities.

Work Schedule: Fixed schedule with definitive breaks, ideal for planning around personal commitments.

ASSUMPTION: The structured work schedule and strategic location imply an office culture that values productivity and convenience.

💼 Interview & Application Insights

Typical Process:

• Initial application assessment via the company's online portal.
• Possibly followed by a preliminary phone interview to assess key competencies.
• Face-to-face (or video) interview focusing on skills and cultural fit.

Key Assessment Areas:

• Language abilities in German and French
• Experience in customer support and problem-solving skills
• Cultural fit with the company values and team dynamics

Application Tips:

• Emphasize multilingual capabilities prominently.
• Showcase previous experience in customer service or related roles.
• Highlight any experience with CRM systems or technical problem-solving.

ATS Keywords: Customer Support, CRM, Communication, Problem Solving, Teamwork, Organization, Attention to Detail, Self-Motivation

ASSUMPTION: A two-step interview process suggests a focus on both technical skills and cultural alignment, which are crucial to this role.

🛠️ Tools & Technologies

• CRM Systems
• Collaborative IT tools for technical issue reporting
• Communication platforms for customer interaction

ASSUMPTION: Due to the nature of the role, proficiency in industry-standard customer service tools and systems is implied, though specific software isn't named.

👔 Cultural Fit Considerations

Company Values:

• Commitment to customer satisfaction
• Innovation in workplace processes
• Teamwork and cooperation

Work Style:

• Collaborative yet autonomous
• Detail-oriented and organized
• Proactive in problem-solving

Self-Assessment Questions:

• Am I comfortable working in a structured yet flexible work environment?
• Do I have proficient language skills in both German and French?
• How do I handle customer support in high-pressure situations?

ASSUMPTION: Cultural considerations imply the successful applicant will thrive under self-guidance and minimal supervision.

⚠️ Potential Challenges

• Balancing the volume of inquiries with maintaining quality service.
• Managing technical issues efficiently with available resources.
• Staying adaptive to changes and continuous process improvements.
• Upholding customer satisfaction across diverse customer bases.

ASSUMPTION: Challenges arise mainly from the multi-lingual environment and the necessity of handling both routine and unexpected customer service scenarios.

📈 Similar Roles Comparison

• Offers more autonomy than typical customer service roles.
• Includes cross-functional responsibilities, such as technical issue reporting.
• Provides opportunities for role advancement into team leadership.

ASSUMPTION: Compared to other customer service roles, this one emphasizes growth and innovation, suitable for proactive individuals seeking career development.

📝 Sample Projects

• Developing a standardized process for CRM ticket routing.
• Creating a customer feedback loop to enhance service tactics.
• Collaborating with IT to minimize recurring technical issues.

ASSUMPTION: Sample project tasks assume hands-on initiatives intended to boost service performance and customer feedback systems.

❓ Key Questions to Ask During Interview

• What specific CRM systems will I be using, and how are they integrated with the existing IT framework?
• Could you describe a typical customer service issue and how it's resolved within the team?
• How does the company support continuous skill development for customer service roles?
• What are the metrics for assessing success in this role?
• Can you provide examples of how current employees have progressed within the company?

ASSUMPTION: Interview questions focus on practical day-to-day work dynamics and the company's approach to professional growth and development.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Ensure your resume highlights relevant language and customer service skills
• Prepare to discuss past experiences that showcase problem-solving abilities
• Research Olmero’s history and services for contextual understanding
• Tailor your cover letter to reflect a strong fit with company values and goals

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.