Customer Care Advisor

The company

OMEGA is a company of the Swatch Group, the world’s leading watch manufacturer. Since 1848, the brand has been synonymous with excellence, innovation, design and precision. Thanks to its pioneering spirit, OMEGA was the first watch worn on the moon, and it has enjoyed many other accomplishments and explorations in the ocean and in space. Its women’s watches have been amongst the most admired and ingenious in the industry and, most recently, OMEGA’s reputation has been enhanced by its achievements in anti-magnetic watchmaking and its Master Chronometer certified watches, the industry’s highest standard for precision and performance.

OMEGA has been the Official Timekeeper of 30 Olympic Games since 1932 and is also a leading name in golf, swimming, athletics, bobsleigh and sailing. Partnerships with social causes include Orbis International and its Flying Eye Hospital, as well as the GoodPlanet Foundation. Today, OMEGA's family of brand ambassadors includes James Bond, George Clooney, Nicole Kidman, Eddie Redmayne, Daniel Craig, Cindy Crawford, Michael Phelps, Rory McIlroy, Sergio Garcia, Buzz Aldrin and many more.

Main Function

The Customer Care Advisor is responsible for servicing clients through proper and accurate handling of inquiries related to Customer Service and Brand inquiries via phone, MS Dynamics, email and live chat. The Customer Care Advisor will also be responsible for achieving assigned objectives in the areas of productivity, and quality; as well as maintaining high operational standards and efficient use of key systems.

Roles & Responsibilities

•    Deliver personalised customer support through email, telephone, website and live chat to end customers and OMEGA Corporate Boutiques.

•    Address and resolve queries, issues and complaints at the first point of contact; ensuring customer-focused solutions that meet OMEGA standards.

•    Provide accurate and timely responses to product, sales, or service enquiries, identify opportunities to enhance customer satisfaction, and propose recommendations.

•    Proactively manage customer complaints ensuring swift and effective resolutions.

•    Follow up with customers to ensure issues are fully resolved, addressing recurring issues where required.

•    Represent the OMEGA brand in every customer interaction. Consistently deliver exceptional customer service that reflects OMEGA's values and standards.

•    Identify opportunities to improve the customer experience. Share ideas, trends, and feedback with the Customer Care Manager to drive continuous improvement.

•    Work effectively with other Swatch Group UK and OMEGA HQ departments to resolve customer queries. Escalate issues when necessary, ensuring timely and accurate solutions.

•     Ensure all activities comply with Swatch Group UK and OMEGA HQ policies and 
      procedures. Adhere to relevant service level agreements to maintain high standards of    
      service delivery.

•    Continuously enhance your knowledge and understanding of OMEGA products, services, and processes through ongoing training and development.

•    Assist in training new team members and share best practices to foster a collaborative and knowledgeable OMEGA Customer Care team.

Key Skills

•    A positive and proactive attitude with the capability to take initiative and make decisions independently.
•    Strong active listening skills, ensuring a thorough understanding of customer needs and concerns, facilitating effective and empathetic communication and resolution.
•    Excellent verbal and written communication skills
•    Strong problem-solving abilities with a customer-centric approach.
•    Exceptional interpersonal skills; ability to interact with all levels of employees within the organisation. 
•    Ability to work effectively in a team and collaborate with others. Self-starter; ability to work with minimal supervision.
•    Exceptional attention to detail, with strong time management skills and the ability to prioritise tasks effectively to meet deadlines.
•    Proven flexibility and adaptability in managing diverse tasks, with a quick learning ability and an openness to acquiring new skills and knowledge. Ability to make recommendations to improve processes.
•    Perform other duties as assigned to meet business objectives and goals

Requirement

• 5 GCSE including Maths and English (or equivalent)
• At least two years of shop floor retail experience
• Competence in the Microsoft suite of programmes
• Watch experience is highly desirable but not necessary