Customer Care Specialist- Contract

TAG Heuer; Springfield (NJ); On-site; USD 42,000 - 68,000; Full time

Job summary

TAG Heuer is seeking a B2C Care Advisor to be a trusted ambassador for our luxury brand. You will engage customers across calls, email, live chat, and in-store channels, delivering a white-glove service while resolving inquiries and building lasting relationships.

You will document interactions in our CRM, support account management, and collaborate with the sales team to identify opportunities for bespoke solutions and upsell throughout the customer journey.

Qualifications

• Experience in luxury or high-end retail customer service.
• Strong multichannel communication skills (phone, email, chat).
• Ability to analyze customer needs and deliver personalised service.

Responsibilities

• Provide white-glove service across multiple channels ensuring timely, personalized responses.
• Document all interactions accurately in the CRM and manage service requests.
• Collaborate with sales to nurture relationships and identify upsell opportunities.

Skills

Customer service

Luxury brand experience

Multichannel communication

CRM literacy

Education

High school diploma or equivalent

Bachelor's preferred (related field)

Tools

CRM software (Salesforce)

Job description

POSITION SUMMARY

As a B2C Care Advisor, you are a crucial ambassador for our brand, serving as the primary point of contact for a diverse clientele, including Account Executives, retail partners, wholesale accounts, and end-consumers. This role transcends traditional customer service; it's about cultivating lasting relationships, anticipating needs, and providing a personalized luxury experience that fosters loyalty and drives business growth. You will masterfully navigate a variety of communication channels, skillfully addressing inquiries, resolving complex issues, and proactively identifying opportunities to enhance the customer journey. By seamlessly blending exceptional customer service with strategic sales acumen, you will contribute significantly to the overall success of the company.

MAIN RESPONSIBILITIES

Elevated Customer Interaction & Support

• Provide white-glove service via communication across multiple channels (calls, email, post & live chat), ensuring prompt, professional, and personalized responses.


• Masterfully address a wide range of customer inquiries pertaining to products, services, orders, account management, and other related areas, consistently exceeding expectations.


• Proactively monitor and follow up on customer interactions, ensuring complete resolution and fostering ongoing satisfaction. Champion customer advocacy and strive to create "wow" moments.

Job Responsibilities

Efficient Documentation & Data Management

• Meticulously document all customer interactions within the CRM system, ensuring accurate, comprehensive, and readily accessible records.


• Process customer accounts, manage service requests, and maintain data integrity in accordance with company policies and regulatory requirements.


• Leverage data insights to identify trends, personalize service delivery, and inform strategic business decisions.

Strategic Clienteling & Relationship Development

• Work in collaboration with sales team to cultivate long-term relationships with key clients, anticipating their evolving needs and proactively offering bespoke solutions.


• Leverage a deep understanding of customer preferences, purchase history, and feedback to personalize interactions and curate exclusive experiences.


• Implement strategic clienteling techniques to enhance customer loyalty, drive repeat business, identify and unlock new sales opportunities for follow up with our Sales team.

Profile

Exemplary Brand Representation: Embody the brand's values, voice, and image in every interaction, acting as a knowledgeable and enthusiastic brand ambassador. Articulate product features, benefits, and company policies with clarity and precision, reinforcing the brand's commitment to excellence. Maintain an up-to-date knowledge of industry trends, competitive landscape, and company initiatives to provide informed and relevant customer support. Proactive Problem Resolution & Solution Design: Skillfully analyze customer issues, employing critical thinking and effective troubleshooting techniques to determine the optimal resolution strategy. Navigate complex situations with diplomacy and tact, ensuring that solutions are delivered efficiently and effectively within established service level agreements. Proactively identify and address potential service gaps, collaborating with internal teams to implement process improvements and enhance customer experience.

Additional Information

Efficient Documentation & Data Management

• Meticulously document all customer interactions within the CRM system, ensuring accurate, comprehensive, and readily accessible records.


• Process customer accounts, manage service requests, and maintain data integrity in accordance with company policies and regulatory requirements.


• Leverage data insights to identify trends, personalize service delivery, and inform strategic business decisions.

Revenue Generation & Business Growth

• Proactively identify and capitalize on opportunities in collaboration with sales team to expand customer relationships and drive revenue growth through upselling and cross-selling.