Customer Care CO-Ordinator

Are you a people person with a knack for turning every interaction into a positive experience with excellent attention to detail? We're looking for an energetic and organised Customer Care Coordinator to join our growing team in this brand-new role. You'll be at the heart of our customer journey, making sure every client feels valued, supported, and heard from their very first contact with us.

If you thrive in a fast‑paced environment, love problem‑solving, and want to shape the way we care for our customers, this is your chance to make a real impact. Main Function:
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 practice.
• 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 become 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.
• 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.

• Proficient in Microsoft Office, especially Excel (formulas, pivot tables) and Word.
• Strong verbal and written communication skills, customer‑focused and approachable.
• Comprehensive knowledge of Swatch refund policy and consumer law.
• Excellent organisational and time‑management skills.
• Self‑motivated with a commitment to personal development.
• Ability to prioritise tasks effectively in a fast‑paced environment.
• English as primary language; proficiency in a second language is a bonus.