Job Description
PLEASE NOTE THAT THIS IS A PART-TIME ROLE - 20 HOURS PER WEEK
The Customer Care Advisor is responsible for servicing clients and retailers through proper and accurate handling of inquiries related to Customer Service and Brand inquiries via phone, email and MsDynamics.
The Customer Care Advisor will also be responsible for achieving assigned objectives in the areas of productivity, and quality; as well as maintaining high operational standards and efficient use of key systems.
Role and Responsibilities
* Work collaboratively with the CS team, sharing knowledge and expertise to ensure successful outcomes for all our customers.
* Build and nurture relationships with end clients and third-party retailers to understand their goals, needs and issues.
* Provide proactive support to third party retailers through multiple communication channels, providing technical expertise, guidance and solutions for effective management of customer relationships.
* Support third party retailers with customer complaint management providing timely and appropriate intervention and resolution.
* Effectively collaborate and communicate with other departments within Swatch Group UK and OMEGA HQ, enabling a streamlined and high-quality service.
* Prepare and distribute workshop KPI reports, along with any ad hoc reporting required.
* Ensure all activities are completed in accordance with Swatch Group UK and OMEGA HQ policies, whilst adhering to relevant service level agreements.
* Continuously develop your knowledge and understanding of OMEGA products, services and processes to exceed OMEGA customer expectations.
Skills and Experience
* Demonstrates the ability to manage time efficiently and prioritise tasks to meet deadlines and handle diverse responsibilities.
* Strong active listening skills, ensuring a thorough understanding of customer needs and concerns, facilitating effective and empathetic communication and resolution.
* A positive and proactive attitude capability to take initiative and make informed decisions independently.
* Maintains a high level of accuracy and thoroughness in performing tasks, ensuring quality and precision.
* Utilises strong analytical skills to evaluate information and apply creative solutions to solve problems effectively.
* Demonstrate flexibility and adaptability in handling diverse tasks and respond to changing priorities.
* Exceptional written and verbal communication skills including a professional telephone manner.
* Proficiency in using Microsoft Office programs and other relevant IT systems.
* Exceptional interpersonal skills; ability to interact with all levels within the organisation.
* Ability to work effectively in a team and collaborate with others.
* Self-starter; ability to work with minimal supervision.
* Perform other duties as assigned to meet business objectives and goals.
Professional requirements
Qualifications
* 5 GCSEs including Maths and English (or equivalent)
* Competence in the Microsoft suite of programmes
* Watch experience is highly desirable but not necessary
* SAP experience is desirable but not essential
Contact
Sara Ferguson
HR Business Partner
Sara.Ferguson@uk.swatchgroup.com
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