Customer Care Advisor - Longines

Customer Service Advisor – 12 month fixed‑term contract

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.

Job Description

• Provide high‑quality information, advice, and guidance to customers through phone calls and emails, resolving queries at the first point of contact.
• Proactively reach out to customers to address potential issues before they arise, ensuring a seamless and positive experience.
• 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 communication skills.
• Ability to build strong rapport with customers, using empathy to ensure exceptional service.
• A proactive and positive approach, anticipating customer needs and resolving issues independently.
• Ability to maintain accuracy, professionalism and make decisions while working under pressure.
• Excellent time‑management skills and ability to prioritise workload.
• Skilled in conflict management and having challenging conversations.
• Strong IT skills, proficient with Microsoft Office programmes.
• Demonstrable customer service and complaint handling experience.
• Experience using CRM and/or SAP (desirable).

Essential Qualifications

• 5 GCSE including Maths and English (or equivalent).

Professional Requirements

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

Location

Unit C Adanac Drive, SO16 0BT, Southampton, United Kingdom (England)

Associate

Full‑time

Administrative and Customer Service