The company
Swatch Group is a diversified multinational holding company active in the manufacture and sale of finished watches, jewellery, watch movements and components. It is the worlds largest watchmaking group, and supplies nearly all the components required for the watches sold by its eighteen individual brands and the multi-brand retail companies Tourbillon and Hour Passion.
Its production companies supply movements and components to third-party watchmakers in Switzerland and around the world. Swatch Group is a key player in the manufacture and sale of electronic systems used in watchmaking and other industries. It is also a leader in the field of sports event timing.
Swatch Group brands
Breguet, Harry Winston, Blancpain, Glashütte Original, Jaquet Droz, Léon Hatot, Omega, Longines, Rado, Union Glashütte, Tissot, Balmain, Certina, Mido, Hamilton, Swatch, Flik Flak.
Job description
To deliver exceptional customer service, ensuring every customer interaction embodies the values of the Longines brand. You will manage customer enquiries and complaints, aiming for first-contact resolution while building strong relationships with customers.
Responsibilities :
* 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 escalate, 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.
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)
Profile
Excellent organisation of oneself
Ability to self-motivate with a sense of urgency
Good time management within set tasks including prioritising
Exceptional communicator at all levels (written and oral)
Professional requirements
5 GCSE including Maths and English (or equivalent)
Strong IT skills
Previous customer service and complaint handling experience
SAP knowledge is desirable
Contact
Sara Ferguson
HR Business Partner
The Swatch Group (UK) Limited
Unit C,
Adanac Drive
Adanac Park
Southampton
Hampshire
SO16 0BT
Unit C Adanac Drive
SO16 0BT Southampton (England)
United Kingdom
Company address
The Swatch Group (UK) Limited
Building
2nd Floor East Wing
The Royals Business Park
Dockside Road
GB-London E16 2QU
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