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

The company

Known for its bold creativity, Swiss craftsmanship, and playful spirit, Swatch is a contraction of “Second Watch” and is considered the ‘fun’ brand of Swatch Group. Since its inception in 1983, the brand has revolutionised the watch industry with its innovative designs and high-quality materials with the mission to create stylish, affordable alternatives to traditional timepieces. Swatch is celebrated for its diverse collections, including the highly sought-after MoonSwatch collaboration with OMEGA, the vibrant Art Collection featuring unique designs from contemporary artists, and its prestigious Blancpain partnership that brings luxury and precision to its timepieces. Whether through iconic styles or groundbreaking collaborations, Swatch continues to push the boundaries of watchmaking, making modern timepieces accessible to all.

In March 2022 Swatch released its first collaboration with OMEGA - the MoonSwatch which took the world by storm. In 2023 Swatch released another collaboration, this time with Blancpain’s Fifty Fathoms.

Flik Flak was created in 1987 to integrate a unique concept for learning to tell the time. They are now the most popular children’s watches. Flik Flak was developed in close collaboration with teachers to enable children to learn and be able to tell the time, quickly and easily.

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 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.