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 escalated, 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.
Profile
Essential Skills and Experience
- 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.
Desirable Skills and Experience
- Experience using CRM and/or SAP.
Essential Qualifications
- 5 GCSE including Maths and English (or equivalent)
