Customer Care Co-Ordinator Southampton x2

SWATCH GROUP; Southampton; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading watchmaking company in Southampton is seeking a Customer Care Coordinator. This role focuses on enhancing customer satisfaction by efficiently managing returns and fostering a positive customer experience through effective communication. The ideal candidate will have strong attention to detail and a proactive approach to problem-solving. This position offers the opportunity to contribute significantly to the customer journey in a fast-paced environment.

Qualifications

• Demonstrated ability to manage customer returns effectively.
• Excellent problem-solving skills.
• High level of commitment to customer satisfaction.

Responsibilities

• Manage customer returns efficiently.
• Address counterfeit items during the return process.
• Perform minor watch servicing.
• Enhance customer satisfaction by meeting expectations.

Skills

Attention to detail

Microsoft Office proficiency

Strong communication skills

Organisational skills

Self-motivation

Job description

The company

The story of Swatch is the story of a revolution. In 1983, the unexpected appearance of an affordable, Swiss made, plastic watch turned the watch world upside down. Suddenly, a watch was much more than a way to measure time. It was a new language, a way to speak from the heart without words. Working for Swatch you will be part of a strong and expanding retail network and working for the world's largest watchmaking group for one of the world's most popular brands.

Job description

Are you a people person with a knack for turning every interaction into a positive experience with excellent attention to detail? We're looking for an energetic and organised Customer Care Coordinator to join our growing team in this brand-new role. You'll be at the heart of our customer journey, making sure every client feels valued, supported, and heard from their very first contact with us. If you thrive in a fast-paced environment, love problem-solving, and want to shape the way we care for our customers, this is your chance to make a real impact.

Main Function

To ensure delivery of a consistently high level of customer care for Swatch and Flik Flak, UK and Ireland customers by continually reviewing and developing the customer care function.

Profile

Main Role and Responsibilities

• Efficiently manage customer returns, ensuring timely and appropriate resolutions such as refunds or exchanges, in line with company policies.
• Identify and address counterfeit items during the return process, particularly for collaboration watches, ensuring brand integrity.
• Perform minor watch servicing, including bracelet adjustments and battery replacements, to maintain high customer satisfaction.
• Foster strong team collaboration through clear, respectful, and proactive communication with colleagues and customers.
• Take initiative to continuously deepen your knowledge of our brands, products, services, and internal procedures, staying current with updates and best practices.
• Maintain regular contact with customer primarily via phone and email to understand their needs and take appropriate action.

Additional Responsibilities- when required

• Deliver accurate and helpful information, advice, and guidance to customers via phone and email, aiming to resolve queries at the first point of contact.
• Proactively engage with customers to identify and address potential issues before they escalate into complaints.
• Monitor customer interactions to ensure timely and consistent handling in line with company standards.
• Enhance customer satisfaction and loyalty by consistently meeting or exceeding expectations.

Key Skills

• Demonstrate excellent attention to detail and the ability to prioritise tasks effectively in line with business needs.
• Be proficient in Microsoft Office, particularly Excel (e.g., formulas, pivot tables) and Word.
• Show a high level of self-motivation with a commitment to continuous personal development.
• Possess strong verbal and written communication skills, with a customer-focused and approachable manner.
• Have a thorough understanding of the Swatch refund policy and relevant consumer law.
• Exhibit excellent organisational and time management skills.
• Take ownership of your workload, ensuring prompt and proactive resolution of issues.

Languages

English and second language is a bonus

Contact

Kevin Charles