As a customer consultant, you offer customers an excellent service for all matters along entire mobility chain. You will passionately sell products on a targeted basis across a wide range of services at all touchpoints. A respectful and problem-solving approach is also crucial when dealing with challenging situations.
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.
Travel centre at the train station.
The travel centre 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.
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 centre, landscape photographer and travel enthusiast.
SBB Contact Centre.
You expertly advise customers along the mobility chain. Across different channels such as e-mail, telephone, social media, etc., you actively communicate with our customers on a daily basis. 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.
I offer our customers individual advice – before, during and after their journey.
EmmanuelRizzello
Customer consultant at SBB Contact Center, for the football fan, “la Famiglia” is number one.
Secondary training to become a customer consultant lasts six months. At the SBB Contact Center in Brig, Zurich, Lucerne, Bern, Geneva or also at other large travel centres, you can expect a varied training course that packs a lot in and gives you a great platform for starting your career.
Requirements.
Candidates for customer consultant training will fulfil the following requirements:
Business training, retail experience or training in tourism.
Good German, French and English language skills, a general enjoyment of foreign languages.
A passion for working with customers on a daily basis.
Flair for digital media.
Good computer skills.
Willingness to work irregular hours.
Application process.
On our “Job Search“ website, you will find our application form under the heading “Customer consultant”.
Once your application documents have been checked, you will be invited for an interview.
If you successfully complete the application process, you will begin your six-month, practice-oriented secondary training.
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 pay fair, market-rate wages and salaries. Our remuneration system takes into account the requirements for a given position, rewards individual performance and creates transparency. We recently became the first company to be awarded the “Excellence in Fair Compensation” label in recognition of our extremely fair remuneration system.
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 50 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.
