ABOUT HAMILTON

Hamilton has been an iconic name in precision watchmaking since its founding in Lancaster, Pennsylvania in 1892. Its watches have synchronized the first railroads and furnished the wrists of soldiers, aviators and Hollywood stars, making over 500 appearances on the big screen. Hamilton has been at the forefront of innovations in design, technology and craft by launching the world’s first electric timepiece in 1957 and LED digital watch in 1970. A member of the Swatch Group, the global leader in watch manufacturing and distribution, Hamilton combines its American spirit with true Swiss precision.

SKILLS & EXPERIENCE

• People focused individual who enjoys interacting with customers and businesses
• Experience in fast paced customer enquiry or customer service environment mandatory
• Active listener with excellent telephone etiquette
• A work ethic that understands the importance of going above and beyond to satisfy the customer and exceed expectations
• Excellent data entry, communication and organisation skills
• Proficient computer skills, SAP/similar ERP system, Salesforce and Microsoft Office
• Technical knowledge in the watch making or other repair industry is highly beneficial
• Prior experience in customer care, hospitality or retail industry preferred

This role is responsible for being the first point of contact for our Rado and Hamilton customers mostly via e-mail. This is a fast paced, multitasking position where no two days are the same. We require a candidate who has excellent communication skills, is passionate about providing high-quality customer service and can act as the voice of the organisation.

This is a part-time, permanent role (25 hours per week) based Monday - Friday in our Richmond Head Office.

• Responsibility for email inbox, customer care hotline and any other channels dedicated to B2C & B2B inquiries
• Provide support and comprehensive information related to after sales services, warranty and post warranty terms, repair’s, estimations, spare parts availabilities and prices
• Ensure all emails and calls are answered in conformity with company standards
• Log and process all customer enquiries ensuring high attention to detail
• Generate order or repair documentation and match with jobs prior to dispatch
• Notify clients about possible delays and updates
• Proactively follow up payment and collection of completed services
• Ensure deadline and response timeframes are respected at all times
• Maintain and update customer database ensuring accurate log of details
• Collaborate and communicate effectively with key stakeholders to assist with efficient query or complaint resolution