As a customer consultant, you offer customers an excellent service for all matters along entire mobility chain. You work in the SBB Contact Center in Brig or in an SBB Travel Center.
SBB Contact Center.
You expertly advise customers along the mobility chain. You are in frequent contact with our passengers every day using various channels such as e-mails, chats, telephone and social media. Whether this involves helping customers with the SBB Mobile app or reserving a seat on a TGV service to Paris – you help ensure customers get to their destination. And should things not run as planned, you offer customers an excellent service even after the journey.
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The whole world comes together at the SBB Contact Center.
RobinBayard
Secondary training tailored to your needs.
Training to become a Customer Consultant at CC Brig takes six to ten months. The duration depends on your training/working time percentage, which is entirely up to you:
6 months at 100% working time
7 months at 90% working time
8 months at 80% working time
9 months at 70% working time
10 months at 60% working time
The training programme is made up of different forms of teaching and learning: the theory blocks focus on giving information and exchanging ideas, while self-directed learning allows you to flexibly develop your knowledge regardless of location.
After successfully completing the programme, you can start your employment with the same working time percentage or adapt it flexibly in consultation with your team leader.
SBB Travel Center at the train station.
The SBB Travel Center is the most important, face-to-face touchpoint for customers. As a result of your attentiveness and personal support, you offer customers a unique experience. Digitalisation is leading to changing customer needs. In terms of providing advice, this means we require digital skills and new types of service offers.
You can therefore expect your duties as a customer consultant to be very varied. You proactively greet customers in the customer area and direct them to the appropriate channels according to their individual needs. You help our customers deal with new media and advise them on their purchases as well as providing an after-sales service across all channels. You also answer all types of questions at the info point or while helping customers at ticket machines.
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YannickBerger
Customer consultant at Bern travel center, the team sport player loves travelling around Europe by train.
A wide range of products.
There is an extensive range of products on offer: travelcards, tours of Switzerland, international trips, cycling trips beyond borders, travel insurance offers, currency exchange or cash transfers abroad. Offers and promotions are constantly changing. Customer consultants must therefore be able to quickly recall the current range. Only by doing this is it possible to ensure a quick and needs-oriented service to customers.
Excellent communication and language skills.
With patience and empathy, you are able to put yourself in the customers’ shoes. You deal with complaints promptly and respectfully, offering individual solutions as appropriate. As such, there is lots of room for manoeuvre when dealing with customers. As a customer consultant, you can switch between different languages fluently and have the opportunity to use your language skills every day. So you do great things every day and ensure high levels of customer satisfaction.
I really appreciate being able to draw on my own personal travel experiences when advising customers.
ManuelaTrachsler
Team leader and Customer consultant at Bern travel center, landscape photographer and travel enthusiast.
The training starts at the beginning of the month and is offered monthly.
Candidates for customer consultant training will fulfil the following requirements:
You enjoy daily contact with customers and providing them with professional advice.
You like to work in a team and take on responsibility.
You have completed basic training in retail, commerce, customer interaction, tourism or a related area.
You have full professional proficiency in the German and French languages. Elementary proficiency in Italian and English is a bonus.
Language requirements in the Travel Center: fluent knowledge of the language of the place of work, and knowledge (min. B1) of a second national language and/or English.
Language requirements at the SBB Contact Center: you have full professional proficiency in the German and French languages. Elementary proficiency in Italian and English is a bonus.
Your knowledge of MS Office programmes rounds off your profile.
We are happy to provide customers with around the clock, year-round service. Irregular working hours are therefore the norm at SBB. This means you can enjoy skiing during the week, you’ll no longer have to go shopping during busy times and you’ll be able to structure your free time more flexibly.
As a customer consultant, you can look forward to challenging tasks, stimulating activities and numerous opportunities for further professional development. With us, you can achieve big things, contribute your ideas and quickly take on responsibility.
In order to keep your knowledge up to date, we provide annual internal training courses. You will bring your experience from your day-to-day work and contribute to a lively exchange of opinions with your colleagues.
Your qualifications and dedication are crucial to our success. As such, we encourage our employees to meet their personal needs and goals. To this end, we offer a broad range of internal cross-departmental and cross-divisional training and development programmes. We provide financial support and/or time off work to employees who wish to take part in external training and development programmes which benefit both SBB and the employees themselves.
Remuneration system.
We have a fair and progressive remuneration system. We reward individual performance, take the nature of the job market into account and create transparency. We have also been awarded the We Pay Fair label.
Your salary during and after training.
Your gross monthly salary including the thirteen month's pay depends on age, experience and location. The charts show the salary including the regional supplement.
Your salary during training.
Your salary after training.
Extra pay.
The total of the allowances varies depending on the shift plan (Hourly rate for night work: CHF 6 / hourly Sunday rate: CHF 16)
Child benefit: CHF 320 for the first child (CHF 215 for each additional child) and other SBB benefits
Individual salaries will be fixed as part of the employment contract following our remuneration system which forms part of the collective agreement.
Special offers for SBB employees.
Our employees benefit from attractive discounts with companies throughout Switzerland. This includes everything from insurance and fashion through to language courses and electronic devices. We also offer modern working arrangements and attractive employment conditions.
GA travelcard.
All of our employees are issued a 2nd class GA travelcard – the only requirement is that they work at least 40 per cent of full-time working hours and have been employed at SBB for more than a year. Our staff also benefit from discounted rail journeys abroad.
Balancing work and private life.
What’s more, as an employer we’re also flexible when it comes to balancing your work and private lives: that’s why we offer part-time hours for all of our positions and also the option of unpaid leave.
