Customer Care Coordinator

The SWATCH Group; Toronto; On-site; CAD 40,000 - 55,000; Full time

Job summary

A leading company in the watch industry is seeking a Customer Care Coordinator to enhance customer service operations. The role involves supporting customers across various channels, managing service tools, and collaborating with retail teams to ensure an exceptional customer experience. Ideal candidates will demonstrate strong problem-solving skills and a commitment to customer satisfaction.

Benefits

Health benefits, including dental and vision coverage

RRSP contributions with company match

Company discount

Life insurance

Paid vacations

Paid sick days

Qualifications

• Strong customer service skills and experience.
• Ability to manage multiple communication channels.
• Technical aptitude for troubleshooting and minor adjustments.

Responsibilities

• Respond to inquiries and resolve complaints across channels.
• Guide customers through repairs and manage service inquiries.
• Maintain service tools and troubleshoot system issues.

Skills

Customer Focus

Problem-Solving

Creativity

Integrity

Job description

Job description

As a Customer Care Coordinator, you will play a vital role in supporting Swatch’s customer service operations. You will be responsible for delivering exceptional service across multiple communication channels, managing service tools, and performing light technical tasks. You will also support internal teams and retail stores to ensure a seamless customer experience, embodying Swatch’s Core Competencies: Customer Focus, Drive for Results, Creativity, Problem-Solving, Humility, Integrity, and Building Effective Teams and Relationships.

Benefits:

• Health benefits, including dental and vision coverage
• RRSP contributions with company match
• Company discount
• Life insurance
• Paid vacations
• Paid sick days

Responsibilities include:

• Customer Support: Respond to inquiries across channels, resolve complaints, and document interactions.
• After-Sales Service: Guide customers through repairs, manage service inquiries, and perform minor watch adjustments.
• Operations: Maintain service tools, troubleshoot system issues, and generate performance reports.
• Retail Support: Assist store teams with escalations, collaborate on service consistency, and review service cases.
• Projects & Improvement: Support new initiatives, test procedures, and suggest workflow enhancements.
• Administration: Process returns, manage documentation, and support compliance efforts.
• Brand & Learning: Attend trainings and represent the brand professionally in all interactions.