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 standardsDeliver confident, empathetic support across phone, email, and chat, adapting communication style to customer needs and complexityAnticipate customer needs based on initial requests, asking thoughtful questions to prevent possible future issuesIndependently resolve complex, time‑sensitive customer issues with minimal supervision, while escalating thoughtfully when requiredAccuracy, Judgment & Process Excellence:Communicate company policies, repair processes, and product guidance with clarity, tact, and professionalismPerform 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 trustExercise 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 visibilityUse approved communication templates to maintain consistency and accuracy, while personalizing where appropriateCollaborate closely with internal teams to optimize turnaround times and customer outcomesParticipate professionally in internal meetings, contributing constructive insights and feedback Continuous Improvement & Brand MasteryMaintain deep and up to date knowledge of Victorinox products, services, and industry terminologyParticipate in identifying recurring issues, and improvement opportunities, contributing to documentation, training, and process enhancementsServe as a trusted resource for peers through knowledge‑sharing and best practicesQualifications & SkillsProven experience in customer experience, premium support, or a comparable service‑driven roleExceptional verbal and written communication skills, with strong attention to tone, clarity, and professionalismDemonstrated empathy, active listening, and emotional intelligence—even in high‑pressure or escalated situationsStrong ownership mindset with the ability to see issues through to resolution without promptingExcellent judgment and critical‑thinking skills; comfortable making decisions with incomplete informationHighly organized with strong time‑management skills in a fast‑paced environmentExperience working in phone queues and case‑management systems (Salesforce preferred)Proficiency in Microsoft Office; experience with SAP or ERP systems preferred