Client Sales Advisor (Digital)

The company

Over the years, Longines has played a pioneering role in many timekeeping technological breakthroughs, with a particularly strong presence in the field of sports, while constantly exhibiting its characteristic elegance across the globe. Longines developed its first chronograph in 1878. It was quickly adopted by horse enthusiasts.

In 1912, Longines helped shape the history of the sporting world by introducing the first timing mechanism automatically triggered by an electric wire.
Today, the brand remains at the cutting edge of innovation and seeks to ensure that all its watches offer a unique combination of Tradition, Elegance, and Performance.

Job description

The Client Advisor will support both business and operational functions. Supporting the US market, this person will be responsible for coordinating and assisting the teams in the eCommerce experience, including Customer Service and Fulfillment. The Client Advisor will also be responsible for adding world-class and personalized service to eCommerce clients- ensuring the client is happy at critical stages of the purchasing process. The Client Advisor will also be responsible for post sales service and customer care facilitation. As a Client Sales Advisor, your focus will be to provide exceptional phone, email and chat support. Fast, concise and clear communication is key as is cross-functional relationships with global and local teams.

We are currently seeking sales oriented Client Sales Advisors to join our team. This person must be committed to providing a great customer experience, while striving for exceptional results.

This is an office based position located in the Blue Lagoon area. 

Profile

Duties:

  • Provide exceptional online customer service support with excellent online chat and email via written communication skills, resulting in maximizing online sales and a repeat client base.
  • Manage customer cases providing support and information regarding e-commerce products stock availability, order inquiries, returns, exchanges and shipping information
  • Act as a generalist to clients and prospects regarding fashion trends, providing styling recommendations based on clients’ individual needs based on brand products
  • Identify and help solve customer issues efficiently and effectively
  • Utilizing online chat to execute a clear abandoned cart strategy
  • Follow up with clients post purchase to provide superior after-sale service
  • Knowledgeable in company policies and procedures including after sales policies and repair management
  • Understand customer needs and resolves cases to enhance brand loyalty
  • Interact with our customers through inbound and outbound chats in a timely/professional manner
  • Handle customer complaints and feedback including escalations, provide appropriate solutions, and follow up to ensure resolution.
  • Provide accurate, valid, and complete information by using the proper methods and tools.
  • Build sustainable relationships and trust with customers through open and interactive communication.
  • Generate reporting for the department related to customer service KPIs, shipping and delivery issues, and overall customer feedback.
  • Maintain dialogue with all customers- regardless of spend
  • Meet and exceed defined KPIs and sales goals
  • Utilize interactions with the end-consumer to identify and suggest ways to improve the customer experience through improved processes, site updates and client-facing enhancements.
  • Assist customers in identifying products that may fit their needs
  • Provide recommendations to enhance their online shopping experience
  • Improve customer experience by supporting and encouraging their purchase decision
  • Assist in maintaining brand consistency by directing customers to brand specific resources
  • Constantly achieve established performance goals of the position
  • Report any technical issues the customers have on the website
  • All duties as assigned by Management

 

Professional requirements

Requirements:

  • High school diploma or equivalent and/or 2 + years of customer service and/or 1-2 years related experience
  • Bilingual (Spanish) is a plus
  • Strong written skills that lend to clear and concise text-based communication
  • PC keyboarding and internet experience needed. Typing speed > 50 WPM
  • Ability and desire to learn about the timepiece industry
  • Proficient in Microsoft Suite
  • Ability to effectively communicate via Zoom, Microsoft Teams, email, live chat etc
  • Jewelry/Watch Experience preferred
  • Ability to think critically and apply logical problem-solving skills
  • Experience with luxury and high touch point clients
  • Detailed Oriented and Organized
  • Understanding of E-commerce/digital space and a passion for online shopping and new technologies.

Additional Skills:

  • Adaptable to constantly changing environments
  • A commitment to customer experience and providing the best support for new and returning customers
  • Proven multi-tasker that can manage several projects at once under tight deadlines and accommodate rapid changes.
  • Strong work ethic, with the ability to act independently, be self-motivated, and work within the context of a larger team-oriented environment
  • Ability to work under pressure while maintaining a calm demeanor
  • Drives to meet and exceed sales goals and customer expectations
  • Team player with a positive can do attitude
  • Experience meeting or exceeding revenue expectations
  • Resourceful and creative problem solver
  • Genuine curiosity and open to learning
  • Demonstrates a high level of energy, enthusiasm and empathy
  • Ability to work a flexible retail schedule: including weekends, evenings, and holidays

 

Benefits Program

The Swatch Group is an equal opportunity employer that promotes diversity and is committed to environmental sustainability.

  • Excellent health, dental and vision insurance (employee and dependents are 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 (maximum 4% employer match with 5% employee contribution)
  • Company paid life insurance and Long Term Disability
  • 18 days of PTO per year, 23 days of PTO after 5 years
  • Special bucket of sick time per year extended paid time for medical, parental and military leave
  • Holiday pay
  • Voluntary FSA, STD, Accident/Hospital Indemnity insurance
  • Employee product discount

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