OMEGA Luxury Timepieces - Customer Service Representative - Fifth Avenue

OMEGA SA; New York (NY); On-site; USD 28,929 - 34,440; Full time

Benefits offered by this job

Health insurance

401(k) with match

Life insurance

Paid time off

Job summary

OMEGA is seeking a Customer Service Representative for the Watch Service Department. You will handle customer inquiries, process watch repairs, and act as the first point of contact for service-related issues, ensuring timely completion of repair orders and accurate CRM data.

Qualifications include 2+ years in customer service, strong communication, and proficiency with Excel/Word/PowerPoint; SAP knowledge is a plus. The role offers competitive benefits and a path within an iconic watch brand.

Qualifications

• Solid organizational and follow-up abilities; strong written and verbal communication.
• Experience in customer service environment (2+ years).
• Proficiency with Excel, Word and PowerPoint; SAP knowledge is a plus.

Responsibilities

• Answer customer inquiries via in-person, phone, and email.
• Provide repair estimates and information on repair processes.
• Ensure timely completion of watch service/repair processes.
• Manage repairs aging reports and update customer records in CIS database.
• Maintain and replenish parts inventory.
• Engage in CRM activities and drive business through CRM initiatives.

Skills

Organizational skills

Follow-up skills

Customer service excellence

Analytical skills

Excel

Word

PowerPoint

SAP experience

Tools

SAP

Excel

Word

PowerPoint

Job description

The Company

OMEGA is a company of the Swatch Group, the world's leading watch manufacturer. Since 1848, the brand has been synonymous with excellence, innovation, design and precision. Thanks to its pioneering spirit, OMEGA was the first watch worn on the moon, and it has enjoyed many other accomplishments and explorations in the ocean and in space. Its women's watches have been amongst the most admired and ingenious in the industry and, most recently, OMEGA's reputation has been enhanced by its achievements in anti-magnetic watchmaking and its Master Chronometer certified watches, the industry's highest standard for precision and performance. OMEGA has been the Official Timekeeper of 30 Olympic Games since 1932 and is also a leading name in golf, swimming, athletics, bobsleigh and sailing. Partnerships with social causes include Orbis International and its Flying Eye Hospital, as well as the GoodPlanet Foundation. Today, OMEGA's family of brand ambassadors includes James Bond, George Clooney, Nicole Kidman, Eddie Redmayne, Daniel Craig, Cindy Crawford, Michael Phelps, Rory McIlroy, Sergio Garcia, Buzz Aldrin and many more.

The Company

OMEGA is a company of the Swatch Group, the world's leading watch manufacturer. Since 1848, the brand has been synonymous with excellence, innovation, design and precision. Thanks to its pioneering spirit, OMEGA was the first watch worn on the moon, and it has enjoyed many other accomplishments and explorations in the ocean and in space. Its women's watches have been amongst the most admired and ingenious in the industry and, most recently, OMEGA's reputation has been enhanced by its achievements in anti-magnetic watchmaking and its Master Chronometer certified watches, the industry's highest standard for precision and performance. OMEGA has been the Official Timekeeper of 30 Olympic Games since 1932 and is also a leading name in golf, swimming, athletics, bobsleigh and sailing. Partnerships with social causes include Orbis International and its Flying Eye Hospital, as well as the GoodPlanet Foundation. Today, OMEGA's family of brand ambassadors includes James Bond, George Clooney, Nicole Kidman, Eddie Redmayne, Daniel Craig, Cindy Crawford, Michael Phelps, Rory McIlroy, Sergio Garcia, Buzz Aldrin and many more.

Job Description

The Customer Service Representative is responsible for customer inquiries within the Watch Service Department, while properly processing watch repairs. This position is a first point of contact with customers and their concerns related to service and repair orders status.

Profile

• Research and respond to customer inquiries in person, phone and e-mail
• Issue repair estimates and provide customer with repair process related information
• Responsible for timely completion of watch service/repair process through management of the repairs
• Process repair aging report
• Review and update customer records on computerized data base, CIS system
• Maintain parts inventory and its replenishment
• Perform due diligence on customer inquiries through oral and written communication
• Assure the highest level of customer satisfaction including timely and adequate follow up process
• Familiarize self with CRM and perform customer relationship management functions
• Drive business through CRM initiatives

Professional Requirements

• Outstanding organizational and follow up skills
• Minimum of 2 years experience in a customer service role
• Excellent verbal and written communication skills
• Strong analytical and retail mathematical skills preferred
• Proficient in Excel, Word and Power Point
• Able to multitask
• Expertise in SAP operating system, helpful

Benefits Program

The Swatch Group is an equal opportunity employer that promotes diversity and is committed to environmental sustainability.

• Excellent health, dental and vision insurance (employee and dependents are eligible 1st of the month following 30 days; generous employer contribution)
• Immediate participation in the 401(k) and 100% vested employer match after one year (maximum 4% employer match with 5% employee contribution)
• Company paid life insurance and Long Term Disability
• 18 PTO days per year, 23 PTO after 5 years
• 7 days per year extended paid time for medical, parental and military leave
• Holiday pay
• Voluntary FSA, STD, Accident/Hospital Indemnity insurance
• Employee product discount
• Transitchek Program - Save money on commuting to work and/or parking with up to $270 pre-tax dollars per month
• Internal transfer and growth potential
• $500 Employee Referral Bonuses
• Free parking (if applicable)

Pay Range

Pay Range: $21 - $25.50 per hour + Bonus

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Job Location

5th Avenue 711, 10022 New York NY, United States (New York)

Company Address

The Swatch Group (U.S.) Inc. 800 Waterford Way Suite 1000 Miami, FL 33126 USA