Longines Customer Care Advisor

Job description

Main Function

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

• 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 escalte, 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.