12 month FTC Customer Care Advisor - Rado
The company
Swatch Group is the world's number one manufacturer of finished watches. With its 17 watch brands, the Group is present in all price segments, and is also active in the manufacture and sale of watch movements and components.
Swatch Group unites, among other companies, the following watch brands under its roof- Breguet, Harry Winston, Blancpain, Glashütte Original, Jaquet Droz, Omega, Longines, Rado, Union Glashütte, Tissot, Balmain, Certina, Mido, Hamilton, Swatch and Flik Flak. The Group has a strong distribution and multi-brand retail net with two sophisticated boutiques under the name of Tourbillon and Hour Passion.
Swatch Group is also an important player in advanced nanomechanical, nanoelectronic and Bluetooth technologies essential to watchmaking and other industries.
Our Customer Service Centre in Southampton is the hub of all things watch servicing and repairs for brands under the Swatch Group umbrella. We have several Customer Care Teams based here, and we are looking for someone to join our Rado team, initially for a 12 month fixed term contract.
If you have a positive and proactive attitude, confident on the phone and happy to solve customers' problems or deal with any complaints, this may be the job for you. Even if your experience isn’t in the watch industry, your skills in customer care could make you a perfect fit for our team.
If you’re thinking, "This sounds like me!"—we’d love to hear from you.
Job description
- Provide high quality information, advice and guidance to our customers via incoming telephone and email communication, aiming to resolve all queries at first point of contact.
- Proactively contact customers to address and resolve any potential complaints before they arise.
- Carry out and follow-up customer complaints and enquiries in a professional, timely and responsive manner.
- Ensure complaints are resolved in a customer focused manner in accordance with agreed standards, whilst ensuring that Rado is represented appropriately.
- Adhere to Service Level Agreements within the Customer Service Department.
- Develop yourself into an integral part of the team, ensuring clear communication between colleagues and our customers.
- Continuously develop your knowledge and understanding of Rado products, services and procedures/policies.
Professional requirements
Essential Skills and Experience
- Excellent time management skills and able to effectively prioritise workload
- A positive and proactive attitude with an ability to use initiative to make decisions.
- Ability to maintain accuracy, professionalism and make decisions whilst working under pressure.
- Ability to build strong rapport with customers, using empathy to ensure every customer receives exceptional service.
- Skilled in conflict management and having challenging conversations.
- Exceptional written and verbal communication skills including a professional telephone manner.
- Strong IT skills and proficient with Microsoft Office programmes.
- Demonstrable customer service and complaint handling experience.
Essential Qualifications
- 5 GCSE including Maths and English (or equivalent)