Customer Care Coordinator (Maternity Cover) Southampton (On-site)

Job Description

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 knowledge of our brands, products, services, and internal procedures, staying current with updates and best practices
• Maintain regular contact with customers 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 escalate 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

Job Location

Unit C Adanac Drive, SO16 0BT Southampton, United Kingdom (England)

Company Address

The Swatch Group (UK) Limited77 Marsh Wall 12th Floor London E14 9SH United Kingdom

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