Swatch Customer Care Team Lead (Corporate)

The company

Swatch Group is the world's number one manufacturer of finished watches. With its 16 watch brands, the Group is present in all price segments, and is also active in the manufacture and sale of jewelry, 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, nanoelectronics and Bluetooth technologies essential to watchmaking and other industries.

Job description

Swatch embraces the values that coexist in the worlds of art, design, fashion and technology; and lends to them its own spark of creativity. Thus, Swatch is considered a canvas upon which a myriad of expressions have been applied. Cutting edge style, trend setting looks and technology friendly accents have all added to the amazement of owning a Swatch.

Job Description:
Swatch is looking for a Customer Care team lead. The lead will be responsible for overseeing the day-to-day operations of our customer care team. This individual will manage workflow, provide guidance, and support to customer care specialist, and ensure that customer inquiries and orders are handled promptly and professionally.

Profile

• Manage and support the Customer Care team in their daily tasks
• Motivate and inspire the team to follow Swatch guidelines and policies
• Be able to manage and follow-up customer complaint escalations and enquiries in a professional, timely and responsive manner
• Drive and maintain efficient workflow and communication at all levels
• Provide support on how to resolve or answer client queries, reporting of issues and client complaints, requesting, and managing training.
• To inspire the team to put the customer at the heart of everything we do by demonstrating the highest level of customer service skills and motivate them to deliver first contact resolution
• Continuously develop personal and the team’s knowledge and understanding of products, services, company procedures/policies and our customers’ expectations.
• Motivate the teams and create an environment of overall collaboration and communication within the departments
• Use product knowledge and selection to provide exceptional service and build customer relationships
• Provide support to our brand and re-sellers
• Utilize company resources for product knowledge and have a proactive approach to constant refreshing of the latest product offerings.
• Responds timely to email inquiries and facilitate departmental deadlines and goals.
• Assist customers by answering phone calls, responding to emails, chats, placing product order and providing shipping status
• Research and respond to customer inquiries via phone, chat, and e-mail.
• Review and update customer records on computerized database, Salesforce, and SAP system.
• Resolve problems through partnerships with appropriate parties/department heads.
• Research timepieces and parts in the SAP.
• Assure the highest level of customer satisfaction including timely and adequate follow up process.
• Perform due diligence on customer inquiries through oral and written communication.
• All other duties assigned by Management

Professional requirements

Professional Requirements

• High School Diploma or GED is required
• Must have excellent communication skills both verbal and written.
• Must be proficient in Microsoft Office.
• Previous experience or Knowledge of Salesforce and SAP System is a must
• Ability to multi-task and work under pressure while maintaining a high level of accuracy and organization.
• Must be highly organized with superior follow-up skills.
• Must be flexible to work additional hours during peak season.
• Must be a dependable and reliable team player.
• Must be able to work well in fast-paced environment
• Must be able to work with people of different backgrounds and personalities
• Must have the ability to learn new tasks as needed for upward growth (team and individual!)

Additional Skill Requirements:

• Must be extremely positive demeanor and friendly and easy to talk to.
• Some experience working with the general public or call center environment.
• Must have a driving team ambition and be goal oriented.
• Have the ability to make quick and appropriate decisions that will benefit the company and our customers.
• Genuinely likes to learn and values the importance of product knowledge.
• Previous experience in a consumer/e-Commerce or Call Center environment a PLUS.
• Proven record of dependability and reliability is essential.
• Bilingual is a Plus
• Must be a skilled listener – customers will tell you what they want!

Benefits Program

The Swatch Group is an equal opportunity employer that promotes diversity and is committed to environmental sustainability and we are happy to offer a competitive benefits package that includes:

• Excellent health, dental and vision insurance (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
• Company paid life insurance and Long Term Disability
• 18 PTO days per year, 23 PTO after 5 years
• 7 days per year extended paid time for medical, parental and military leave
• Holiday pay
• Voluntary Flexible Spending Account, Short Term Disability, Accident/Hospital Indemnity insurance
• Employee product discount
• Internal transfer and growth potential
• $500 Employee Referral Bonuses For more information, please see:

https://transparency-in-coverage.uhc.com/