Customer Care Advisor - Longines

SWATCH GROUP; Southampton; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading watchmaking company is seeking a Customer Service Representative in Southampton to deliver exceptional customer service. This role involves managing customer enquiries and complaints, ensuring high-quality responses, and maintaining strong relationships with clients. Candidates must have 5 GCSEs including Maths and English and possess strong communication, IT, and time management skills. This opportunity offers a chance to work in a dynamic team environment, focusing on customer satisfaction and service excellence.

Qualifications

• Exceptional communication skills for customer service.
• Proactive in anticipating customer needs.
• Ability to manage time and prioritize tasks effectively.

Responsibilities

• Deliver exceptional customer service and manage enquiries.
• Proactively resolve customer complaints.
• Comply with service level agreements for efficient service.

Skills

Exceptional written and verbal communications skills

Ability to build strong rapport with customers

Proactive and positive approach

Excellent time management skills

Strong IT skills

Skilled in conflict management

Education

5 GCSE including Maths and English (or equivalent)

Tools

CRM

SAP

Job description

The company Swatch Group is a diversified multinational holding company active in the manufacture and sale of finished watches, jewellery, watch movements and components. It is the world's largest watchmaking group, and supplies nearly all the components required for the watches sold by its eighteen individual brands and the multi-brand retail companies Tourbillon and Hour Passion. Its production companies supply movements and components to third-party watchmakers in Switzerland and around the world. Swatch Group is a key player in the manufacture and sale of electronic systems used in watchmaking and other industries. It is also a leader in the field of sports event timing.

Swatch Group brands

Breguet, Harry Winston, Blancpain, Glashütte Original, Jaquet Droz, Léon Hatot, Omega, Longines, Rado, Union Glashütte, Tissot, Balmain, Certina, Mido, Hamilton, Swatch, Flik Flak.

Job description

To deliver exceptional customer service, ensuring every customer interaction embodies the values of the Longines brand. You will manage customer enquiries and complaints, aiming for first-contact resolution while building strong relationships with customers.

Responsibilities

• Provide high-quality information, advice, and guidance to customers through a range of channels including phone calls and emails, resolving queries at the first point of contact.
• Proactively reach out to customers to address potential issues before they escal…
• Handle and follow up on customer complaints and enquiries in a professional, timely, and responsive manner.
• Ensure complaints are resolved in a customer-focused manner, adhering to agreed service standards, while maintaining the integrity and reputation of Longines.
• Comply with Service Level Agreements (SLAs) ensuring efficient and effective service delivery.
• Develop into an integral member of the team, promoting clear and open communication between colleagues and customers.
• Continuously enhance your knowledge of Longines products, services, and internal procedures/policies to offer accurate and informed assistance to customers.

Essential Skills and Experience

• Exceptional written and verbal communications skills.
• Ability to build strong rapport with customers, using empathy to ensure exceptional service.
• A proactive and positive approach with the ability to anticipate customer needs, make decisions and resolve issues independently.
• Ability to maintain accuracy, professionalism and make decisions whilst working under pressure.
• Excellent time management skills and able to effectively prioritise workload.
• Skilled in conflict management and having challenging conversations.
• Strong IT skills and proficient with Microsoft Office programmes.
• Demonstrable customer service and complaint handling experience.

Desirable Skills and Experience

• Experience using CRM and/or SAP.

Essential Qualifications

5 GCSE including Maths and English (or equivalent)

Profile

• Excellent organisation of oneself
• Ability to self-motivate with a sense of urgency
• Good time management within set tasks including prioritising
• Exceptional communicator at all levels (written and oral)

Professional requirements

• 5 GCSE including Maths and English (or equivalent)
• Strong IT skills
• Previous customer service and complaint handling experience
• SAP knowledge is desirable

Contact

Sara Ferguson
HR Business Partner
Unit C,
Adanac Drive
Adanac Park
Southampton
Hampshire
SO16 0BT