Customer Support Representative

Deliver a premium, relationship‑driven customer experience that reflects Victorinox’s heritage of quality, trust, and craftsmanship. Act as a brand ambassador who owns complex customer needs end‑to‑end and consistently turns service moments into long‑term loyalty. Success in this role requires ownership, accountability, critical thinking, and a genuine commitment to delivering best‑in‑class customer care.

This role will be onsite for the first 90 days and then become hybrid with 3 days onsite and 2 days at home.

Primary Responsibilities:

Customer Experience & Ownership:

• Own the full after‑sales customer experience across all Victorinox lines of business, ensuring interactions consistently reflect premium brand standards
• Deliver confident, empathetic support across phone, email, and chat, adapting communication style to customer needs and complexity
• Anticipate customer needs based on initial requests, asking thoughtful questions to prevent possible future issues
• Independently resolve complex, time‑sensitive customer issues with minimal supervision, while escalating thoughtfully when required

Accuracy, Judgment & Process Excellence:

• Communicate company policies, repair processes, and product guidance with clarity, tact, and professionalism
• Perform critical validation checks throughout repair lifecycle to ensure accuracy and compliance and confirm customers are notified and kept up to date on a consistent basis
• Resolve order discrepancies and errors efficiently while maintaining customer trust
• Exercise sound judgment when making decisions related to goodwill gestures that are in alignment with brand standards and internal approval guidelines.

Systems, Documentation & Collaboration:

• Accurately document all customer interactions in Salesforce and related systems, ensuring clear case ownership and visibility
• Use approved communication templates to maintain consistency and accuracy, while personalizing where appropriate
• Collaborate closely with internal teams to optimize turnaround times and customer outcomes
• Participate professionally in internal meetings, contributing constructive insights and feedback

Continuous Improvement & Brand Mastery

• Maintain deep and up to date knowledge of Victorinox products, services, and industry terminology
• Participate in identifying recurring issues, and improvement opportunities, contributing to documentation, training, and process enhancements
• Serve as a trusted resource for peers through knowledge‑sharing and best practices

Qualifications & Skills

• Proven experience in customer experience, premium support, or a comparable service‑driven role
• Exceptional verbal and written communication skills, with strong attention to tone, clarity, and professionalism
• Demonstrated empathy, active listening, and emotional intelligence—even in high‑pressure or escalated situations
• Strong ownership mindset with the ability to see issues through to resolution without prompting
• Excellent judgment and critical‑thinking skills; comfortable making decisions with incomplete information
• Highly organized with strong time‑management skills in a fast‑paced environment
• Experience working in phone queues and case‑management systems (Salesforce preferred)
• Proficiency in Microsoft Office; experience with SAP or ERP systems preferred