Private Customer Support Expert – Hybrid – Zürich

About the role

As a Private Customer Support Expert you will join SMG’s Real Estate support team, handling inquiries for leading online marketplaces such as Homegate, ImmoScout24 and Flatfox. The position is hybrid, based in Zürich, and requires professional, multilingual communication with customers across Germany, France, Italy and English‑speaking markets.

Key responsibilities

• Respond to customer inquiries on multiple platforms in German, French, Italian and English.
• Manage and resolve complex or escalated cases, including legally or reputationally sensitive issues.
• Conduct quality assurance through ticket reviews, audits and continuous process improvement.
• Maintain and update support guidelines, FAQs and knowledge‑base content.
• Coach, onboard and mentor support agents, providing guidance on quality standards and complex cases.

Required profile

• Several years of experience in customer support or service.
• Strong expertise in support processes, tools and escalation handling.
• Excellent written and verbal communication in German, French and English; good Italian.
• High service orientation, strong sense of ownership and a solution‑oriented mindset.
• Ability to work independently and structure work efficiently.

Required skills

What we offer

• 6 weeks of holiday per year with the option to purchase 10 extra days.
• 40‑hour work week with flexitime (capped at 45 hours).
• Generous parental leave: 18 weeks maternity, 6 weeks paternity/adoption.
• SBB Half‑Fare Card and first‑class travel between SMG offices in Switzerland.
• Gender‑neutral pay, transparent career paths and an inclusive, innovative environment.