Customer Care Coordinator (Maternity Cover) Southampton (On-site)
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.
Main Role and 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 escalation 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.
* Some weekend work required, working from home, and compensatory time off provided during the week.
Profile
* 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 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.
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