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 your knowledge of our brands, products, services, and internal procedures, staying current with updates and best practices.
• Maintain regular contact with customer 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 escalated 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 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.

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