Trilingual Junior Customer Service Specialist (ENG/FR)

at  Swarovski

At Swarovski, where innovation meets inspiration, our people desire to explore, experience and create. As a Junior Customer Service Specialist you will get a chance to work in a rewarding role within a diverse team that is pushing boundaries. Be part of a truly iconic global brand, learn and grow with us. We’re bold and inventive, revealing astonishing things like no one else can. A world of wonder awaits you.
About the Job

Your responsibilities will include, but are not limited to:

• Providing high-quality and consistent customer service, guiding customers through product selections, promotions, and order details
• Responding to chat, email, and phone inquiries within the company’s KPIs
• Resolving queries and complaints by understanding customer needs, identifying root causes, selecting appropriate solutions, and ensuring full resolution and customer satisfaction. Diplomatically handling disputes to find mutually beneficial resolutions
• Upholding the highest standards of data accuracy and integrity across all systems, ensuring seamless operations and impeccable service delivery
• Maintaining sensitive information, such as payment and customer data, in compliance with local laws, e.g., General Data Protection Regulation (GDPR) for EMEA
• Contributing to Continuous Improvement initiatives by delivering ideas and driving standardization, efficiency, and quality improvement projects

About You

We are seeking a unique and talented individual who possesses:

• Fluency in French and English (speaking and writing) C1 level.
• Minimum 1 year of work experience in a customer-facing role in multinational contact centers doing inbound and outbound customer service.
• Proven experience in handling multiple communication channels at the same time (email/chat OR phones/email)
• Strong computer skills
• Fast learner with strong customer service focus
• Ability to thrive under pressure
• A proactive “getting things done” attitude combined with excellent communication skills

Masters of Light Since 1895
Swarovski creates beautiful crystal-based products of impeccable quality and craftsmanship that bring joy and celebrate individuality.
Founded in 1895 in Austria, the company designs, manufactures and sells the world’s finest crystal, gemstones, Swarovski Created Diamonds and zirconia, jewelry, and accessories, as well as crystal objects and home accessories. Swarovski Crystal Business has a global reach with approximately 2,400 stores and 6,700 points of sales in around 140 countries and employs more than 18,000 people. Together with its sister companies Swarovski Optik (optical devices) and Tyrolit (abrasives), Swarovski Crystal Business forms the Swarovski Group. A responsible relationship with people and the planet is part of Swarovski’s heritage. Today this legacy is rooted in sustainability measures across the value chain, with an emphasis on circular innovation, championing diversity, inclusion and self-expression, and in the philanthropic work of the Swarovski Foundation, which supports charitable organizations bringing positive environmental and social impact.
Swarovski is an equal opportunity employer. We give our people the guts to celebrate individuality and pride ourselves on creating a workplace where people feel involved, respected, valued, connected, and heard. A place where anyone/everyone belongs. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, physical or mental disability, medical condition, pregnancy, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under the law of the countries we operate in

• Providing high-quality and consistent customer service, guiding customers through product selections, promotions, and order details
• Responding to chat, email, and phone inquiries within the company’s KPIs
• Resolving queries and complaints by understanding customer needs, identifying root causes, selecting appropriate solutions, and ensuring full resolution and customer satisfaction. Diplomatically handling disputes to find mutually beneficial resolutions
• Upholding the highest standards of data accuracy and integrity across all systems, ensuring seamless operations and impeccable service delivery
• Maintaining sensitive information, such as payment and customer data, in compliance with local laws, e.g., General Data Protection Regulation (GDPR) for EMEA
• Contributing to Continuous Improvement initiatives by delivering ideas and driving standardization, efficiency, and quality improvement project