Swatch Customer Care Manager İş İlanı
İşveren Hakkında
QUALIFICATIONS AND JOB DESCRIPTION
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 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, Léon Hatot, 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.
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.
Key Responsibilities
- Providing day-to-day management of the Customer Care team.
- Ensuring that all administration and customer contact procedures are followed.
- Monitoring all customer correspondence and phone calls to ensure they are dealt with in the prescribed manner and in a timely fashion.
- Identifying the training needs of all members of customer care and administration teams working with Human Resources to deliver required training.
Key Tasks
- Leadership and development of the customer care team
- Observation of current trends and developments in the customary market and application of best practices
- Increase customer satisfaction, loyalty and loyalty as well as fulfilment of customer expectations
- Implementation and definition of targets and service standards as well as their development
- Analysis of statistics and the creation of the resulting action plan
- Creation of reports
- Minor service work on watches (adapting bracelets, changing batteries, etc.)
- Management of Service cloud system ensuring that all customer queries, complaints etc. are responded to within the expected period.
- Management of team ensuring that team communication is clear at all time and department is functioning at optimum levels at all times.
- Reviewing and maintaining the skill levels and output of each Customer Care Advisor.
- Be in constant contact with our customers via various communication channels (e.g. e-mail, video call, live chat, social media) in order to identify their needs and derive measures from them.
- Active research on current trends in this area in order to advance the optimization of existing tools.
- You are responsible for maintaining and operating the customer care tools, as well as creating reports.
- Ensuring the delivery of training to cover identified needs to all POS both retail and Wholesale.
- Liaising with Brand Manager, Retail Operations Manager, Ecommerce Manager and Sales Manager to ensure delivery of customer requirements.
- Understanding Swatch/Flik Flak customer requirements and striving to implement policy and procedure to achieve these requirements.
- Liaising with retailers to ensure Swatch Group standards are the highest and responsive to their needs.
Key Skills
- You must have excellent attention to detail and the ability to manage your priorities in line with the business needs
- Several years of professional experience in customer service or retail as well as experience in personnel management
- Practical experience with customer service software, databases and tools
- Awareness of new technological trends and applications
- Strong communication skills in dealing with customers and an open, customer-oriented approach
- Fluency in English required
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