Customer Care Representative

Customer Care Representative

The company

Swatch Group is an international group active in the design, manufacture and sale of finished watches, jewelry, watch movements and components.

Swatch Group supplies nearly all components required by its 17 watch brands, and Swatch Group companies supply movements and components to third-party watchmakers in Switzerland and around the world.

Swatch Group is also a key player in the manufacture and sale of electronic systems used in watchmaking and other industries.

Job description

Responsibilities:

Strategy & Planning

• Apply a comprehensive customer care approach.

• Maintain/implement quick and reliable means of interacting with customers in all facets of the business.

• Collaborate with Management on business objectives planning and budgeting.

• Inform management of key customer care initiatives.

Organization and Policy

• Manage customer interaction on escalated issues and ensure that they are suitably dealt with and followed-up.

• Optimize the ability to track and react to customer interests, needs and complaints

• Support the quality assurance and monitoring program for all call center agents, providing feedback when necessary.

Activity Control

• Issue periodic customer care activity/performance reports according to the Swatch Group requirements.

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Profile

We are seeking an experienced Customer Care Representative to partner with Management on overall Customer Service for the Prestige Brands at SGUS. The ideal candidate will respond to escalated issues and provide support and training in the area of customer care so a consistent and exceptional customer service experience is practiced throughout the Prestige Service Center.

Professional requirements

Minimum three years in of customer care role with specific functional experience in luxury or consumer products brand. Experience within an international organization a plus.

Skills and Abilities:

Excellent communication and inter-personal skills, ability to work independently, solid analytical and technical skills. Coaching and training skills-multi format.

Must be able proficient on all modern office software including Word, Excel and PowerPoint.

We are happy to offer a competitive comprehensive benefits package that includes:

• Excellent medical, dental and vision insurance (eligible 1st of the month following 30 days, generous employer contribution)

• Immediate participation in the 401(k) and 100% vested employer match after one year of employment

• 18 PTO days per year, 23 PTO after 5 years

• 7 days per year of extended paid time off for medical, parental and military leave

• Holiday pay

• Company paid life insurance and Long Term Disability

• Voluntary Flexible Spending Account, Short Term Disability, Accident/Hospital Indemnity insurance

• Employee product discount

• Internal transfer and growth potential

• $500 Employee Referral Bonus program

For more information please see https://transparency-in-coverage.uhc.com/

Languages

Foreign language skills a plus

Contact

Suzete Truehaft

suzete.truehaft@swatchgroup.com