Longines Customer Care Advisor

About the company

Longines is famous for the elegance of its timepieces and is a member of the Swatch Group Ltd, the world's leading manufacturer of horological products. Based in Saint-Imier, Switzerland since 1832, Longines watchmakers enjoy an expertise steeped in tradition, elegance and performance. With generations of experience as Official Timekeeper of World Championships and as a partner of international sports federations, Longines has created lasting and durable links to the world of sport.

Longines sponsors over 40 sporting events every year, including the commonwealth game and various horse racing events including Royal Ascot.

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 elevate, 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.

• Exceptional written and verbal communications skills.
• Ability to build strong rapport with customers, using empathy to ensure exceptional service.
• A proactive and positive approach with the ability to anticipate customer needs, make decisions and resolve issues independently.
• Ability to maintain accuracy, professionalism and make decisions whilst working under pressure.
• Excellent time management skills and able to effectively prioritise workload.
• Skilled in conflict management and having challenging conversations.
• Strong IT skills and proficient with Microsoft Office programmes.
• Demonstrable customer service and complaint handling experience.

• Experience using CRM and/or SAP.

• 5 GCSE including Maths and English (or equivalent)