Private Customer Support Expert Real Estate (m/f/d) | 80-100% | Hybrid | Zurich

Private Customer Support Expert Real Estate (m/f/d) | 80-100% | Hybrid | Zurich

Company Description

Welcome to SMG Swiss Marketplace Group AG

SMG is a pioneering network of online marketplaces and a leading European digital company that simplifies people's lives with future-oriented products. We operate leading marketplaces in the areas of real estate, automotive, general marketplaces, and finance & insurance. Our actions are guided by our values: Better Together, Aim High, and Act Responsibly.

Job Description

You will support the Team Lead in the professional further development of processes and digital solutions in the Customer Operations area for Homegate, ImmoScout24, and Flatfox. You will identify recurring inquiries and causes, develop professional assessments and suggestions for improvement, and coordinate them with the Team Lead as well as Product and Engineering.

As an integral part of your work, you will actively participate in the daily support operations, handle customer inquiries up to escalations, and gain first-hand insight into recurring problems and potential for improvement. You will strategically integrate your observations into the further development of processes and solutions. At the same time, you will ensure that changes in daily work function effectively and that complex inquiries are resolved with professional expertise.

Your Tasks

• You will analyze customer inquiries, process flows, and quality data and support the Team Lead in identifying areas for action and prioritizing improvements.
• You will develop professional requirements and suggestions for process improvement and support the Team Lead in their coordination, implementation, and impact monitoring.
• You will work closely with Product and Engineering on AI-supported support solutions: You will contribute professional use cases and evaluate results, risks, and quality criteria.
• You will regularly handle customer inquiries for Homegate, ImmoScout24, and Flatfox, and take on complex and escalated cases, if necessary in collaboration with Legal.
• You will strengthen professional quality through clear decision-making bases, work guidelines, and targeted coaching within the team.
  

Qualifications

• Professional experience in product management, process development, business process engineering, or a comparable function, as well as proven experience in customer support or customer service, ideally in digital customer processes. You have been responsible for complex cases and escalations and have contributed to process improvements.
• Very good understanding of digital customer processes, quality management, and professional decision-making. You structure complex situations clearly, assess risks, and present decisions in an audience-appropriate manner.
• Strong affinity for AI and interest in professionally shaping new AI applications.
• Very good analytical, conceptual, and communication skills, as well as the ability to involve diverse stakeholders and drive decisions forward.
• Fluent German and English, spoken and written (minimum C1); Swiss German or Italian at B2 level or higher is a great advantage.
  

What Sets You Apart

You recognize the connections between customer inquiries, digital products, and internal processes. You bring a networked way of thinking, analytical curiosity, and enjoyment of collaborating with various specialist departments. In doing so, you keep the needs of the customer and the daily reality of support in view.

Your tasks will evolve with our products, processes, and AI applications.

Additional Information

What We Offer You

• 6 weeks of vacation (with the option to purchase up to 10 additional days)
• 40-hour week
• 18 weeks of maternity leave and 6 weeks of paternity leave. Also applies to adoption.
• Flexible working models (work-life balance is very important to us)
• Access to platforms for mental health, well-being, and counseling
• Half-fare travel card for public transport and 1st class train travel between SMG locations in Switzerland

Application Process
We consider the hiring process to be a mutual exchange where both parties get to know each other. Here's what you can expect:

• Video interview with Recruiter (30 min.)
• Video interview with Hiring Manager including technical assessment (60 min.)
• Team Fit Meeting (45 min.)

#LI-Hybrid

About Us

SMG Swiss Marketplace Group AG is a pioneering network of online marketplaces and an innovative digital company that simplifies people's lives with forward-looking products.

SMG Swiss Marketplace Group AG offers customers the best tools to support them in important life decisions. The portfolio includes Real Estate (ImmoScout24, Homegate, Flatfox, CASASOFT, IAZI), Automotive (AutoScout24, MotoScout24), General Marketplaces ( , , ) and Finance & Insurance (FinanceScout24, ).

Disclaimer / Notice for Agencies

SMG Swiss Marketplace Group AG works primarily directly with applicants. We do not accept unsolicited resumes or candidate profiles from recruitment agencies unless we have explicitly requested their support for specific positions.
All submissions without prior request from our Talent Acquisition team will neither be considered nor confirmed.
We thank recruitment agencies for their understanding and cooperation in adhering to this policy.

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