Customer Care CO-Ordinator Maternity Cover

Job description

We are looking for an energetic and organised Customer Care Coordinator to join our growing team in this brand‑new role. You will be at the heart of our customer journey, ensuring that every client feels valued and supported from their first contact with us.

To ensure delivery of a consistently high level of customer care for Swatch and Flik Flak, UK and Ireland customers by continually reviewing and developing the customer care function.

• Efficiently manage customer returns, ensuring timely and appropriate resolutions such as refunds or exchanges, in line with company policies.
• Identify and address counterfeit items during the return process, particularly for collaboration watches, ensuring brand integrity.
• Perform minor watch servicing, including bracelet adjustments and battery replacements, to maintain high customer satisfaction.
• Foster strong team collaboration through clear, respectful, and proactive communication with colleagues and customers.
• Take initiative to continuously deepen your knowledge of our brands, products, services, and internal procedures, staying current with updates and best practices.
• Maintain regular contact with customers primarily via phone and email to understand their needs and take appropriate action.

• Deliver accurate and helpful information, advice, and guidance to customers via phone and email, aiming to resolve queries at the first point of contact.
• Proactively engage with customers to identify and address potential issues before they escalated into complaints.
• Monitor customer interactions to ensure timely and consistent handling in line with company standards.
• Enhance customer satisfaction and loyalty by consistently meeting or exceeding expectations.

• Demonstrate excellent attention to detail and the ability to prioritise tasks effectively in line with business needs.
• Be proficient in Microsoft Office, particularly Excel (formulas, pivot tables) and Word.
• Show a high level of self-motivation with a commitment to continuous personal development.
• Possess strong verbal and written communication skills, with a customer-focused and approachable manner.
• Have a thorough understanding of the Swatch refund policy and relevant consumer law.
• Exhibit excellent organisational and time-management skills.
• Take ownership of your workload, ensuring prompt and proactive resolution of issues.

English and a second language is a bonus.