Customer Care Co-ordinator
Based: Southampton
Our client is an iconic watch brand with wealth of historical presence. Due to an ever-growing team, they are looking for an energetic yet organised Customer Care Coordinator to join their team in Southampton. This is a brand-new role which will give the successful person the opportunity to be part of a strong expanding retail network and one of the worlds most popular brands.
Job Description
Do you have a passion for people and a talent for turning every interaction into a positive experience?
Our client is seeking a dynamic and organised Customer Care Coordinator to join their growing team in a newly created position. This role is central to delivering a seamless and supportive customer journeyensuring every client feels heard, valued, and well cared for from the very first touchpoint.
Ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and has exceptional attention to detail, this is a fantastic opportunity to make a meaningful impact within a well-known brand.
Main Function
To support the delivery of consistently high standards of customer care for the brands customers across the UK and Ireland, through the ongoing development and improvement of the customer care function .
Profile
Main Role & Responsibilities
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 customer primarily via phone and email to understand their needs and take appropriate action
Additional Responsibilities- When required
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 escalate 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
Key Skills
Demonstrate excellent attention to detail and the ability to prioritise tasks effectively in line with business needs
Be proficient in Microsoft Office, particularly Excel (e.g., 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 brands 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
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