Customer Service Coordinator (Full-Time)

The company

Swatch Group is the world's number one manufacturer of finished watches. With its 16 watch brands, the Group is present in all price segments, and is also active in the manufacture and sale of jewelry, watch movements and components.

Job description

As a Customer Service Coordinator, you’ll be responsible for providing our retail partners and end consumers with superior after-sales service. You will respond to customer service issues in accordance with Swatch Group’s customer service standards and expectations, completing the administrative process from receiving the repair to delivering the final repaired product back to the consumer.

Benefits:

• Health benefits, including dental and vision coverage.
• RRSP contributions with company match.
• Company discount.
• Life insurance
• Paid vacations.
• Paid sick days.

Responsibilities include:

• Provide superior customer service and support to consumers and retail partners, resolving issues both on the phone and in person.
• Gather information about timepiece problems and service history, and communicate repair cost estimates and timepiece values.
• Process and update repairs in SAP, and handle repair transactions using the company’s POS system.
• Review all incoming and outgoing watches, prepare accurate diagnosis forms, and work with watchmakers to understand each diagnosis.
• Communicate repair status updates to consumers using knowledge of watches and warranty guidelines.
• Assist the Customer Service team in following up on repairs sent to Switzerland and ensure work orders are completed on time.
• Collaborate with the Spare Parts department to ensure timely completion of repairs and consult with the Customer Service Admin on estimate changes.

Working Conditions:

Full-Time, 40 hours per week on average. Must maintain open availability to meet the needs of the business and may be required to work more than 40 hours a week, certain holidays and blackout dates.

Work is performed with moderate physical effort required and significant walking and standing for the majority of each shift. While this position has a low risk of injury, it requires lifting, pushing, pulling, and holding (up to 35 lbs and above with appropriate support) of boxes and store fixtures. Significant focus is required when completing reports and materials for presentations.

Profile

• Possess excellent time management and organizational skills with a strong understanding of prioritization.
• Must have the ability to work under pressure.
• Resourceful problem solver who is able to proactively anticipate potential problems.
• Work positively within a team environment.
• Strong communication skills to interact with colleagues and consumers.
• Availability to work flexible hours, including weekends and holidays.

Professional requirements

• 2+ years of customer service experience in the after-sales service division.
• Intermediate computer skills with working knowledge of SAP and MS Office.
• Experience working with POS systems.