Front Desk Customer Service Coordinator

The SWATCH Group; Toronto; On-site; CAD 100,000 - 125,000; Full time

Job summary

A leading watch company in Toronto is seeking a Front Desk Customer Service Coordinator to provide superior support to retail partners and consumers. The ideal candidate will manage after-sales service, resolve issues, and handle repair transactions efficiently while working in a collaborative environment. This position involves significant interaction with customers and requires strong communication and problem-solving skills.

Benefits

Health benefits, including dental and vision coverage

RRSP contributions with company match

Company discount

Life insurance

Paid vacations

Paid sick days

Qualifications

• Proven experience in customer service roles.
• Ability to work with various stakeholders and understand their needs.
• Knowledge about timepieces and warranty guidelines.

Responsibilities

• Provide superior customer service to consumers and retail partners.
• Gather information about timepiece problems and repair costs.
• Process repairs and manage transactions in SAP.
• Communicate repair status updates effectively.

Skills

Customer service skills

Communication skills

Knowledge of watches

Problem-solving

Tools

SAP

POS system

Job description

Job description

As a Front Desk Customer Service Coordinator, you’ll be responsible for providing our retail partners and end consumers with superior after-sales service. You will respond to customer service issues in accordance with Swatch Group’s customer service standards and expectations, completing the administrative process from receiving the repair to delivering the final repaired product back to the consumer.

Benefits

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

Responsibilities

• Provide superior customer service and support to consumers and retail partners, resolving issues both on the phone and in person.
• Gather information about timepiece problems and service history, and communicate repair cost estimates and timepiece values.
• Process and update repairs in SAP, and handle repair transactions using the company’s POS system.
• Review all incoming and outgoing watches, prepare accurate diagnosis forms, and work with watchmakers to understand each diagnosis.
• Communicate repair status updates to consumers using knowledge of watches and warranty guidelines.
• Assist the Customer Service team in following up on repairs sent to Switzerland and ensure work orders are completed on time.
• Collaborate with the Spare Parts department to ensure timely completion of repairs and consult with the Customer Service Admin on estimate changes.

Working Conditions

Full-Time, 40 hours per week on average. Must maintain open availability to meet the needs of the business and may be required to work more than 40 hours a week, certain holidays and blackout dates.

Work is performed with moderate physical effort required and significant walking and standing for the majority of each shift. While this position has a low risk of injury, it requires lifting, pushing, pulling, and holding (up to 35 lbs and above with appropriate support) of boxes and store fixtures. Significant focus is required when completing reports and materials for presentations.