Front Desk and Customer Service Coordinator (Full-Time)

at  Swatch Group

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.
Job description
As a Front Desk and Customer Service Coordinator, you’ll be responsible for providing our retail partners and end consumers with superior after-sales service. You will respond to customer service issues in accordance with Swatch Group’s customer service standards and expectations, completing the administrative process from receiving the repair to delivering the final repaired product back to the consumer.

PROFESSIONAL REQUIREMENTS

• 2+ years of customer service experience in the after-sales service division.
• Intermediate computer skills with working knowledge of SAP and MS Office.
• Experience working with POS systems.
  Job Reference: CAN_0007

• Provide exceptional customer service to consumers and retail partners, resolving issues both in person and over the phone.
• Manage the repair process from intake to completion, including gathering service details, communicating estimates, and ensuring accurate updates in SAP.
• Collaborate with watchmakers and the Spare Parts department to ensure timely and efficient repair completion.
• Communicate repair statuses and diagnosis forms clearly and accurately to customers, adhering to warranty guidelines.
• Support the CS Team Lead and Manager in monitoring repairs, including those sent internationally, to meet deadlines.
• Process repair transactions through the company POS system and consult management for necessary estimate adjustments.