The company
Longines - famous for the elegance of its timepieces - is a brand of the Swatch Group, the world's number one manufacturer of finished watches. Based in Switzerland since 1832, Longines is a brand of rich heritage and timeless elegance. With generations of experience as the official timekeeper for world championships and as partner of international sports federations, Longines has created lasting and durable links to the world of sports. Customer Service is at the heart of what we do; we strive for excellence in all customer interaction with us, from the moment our customer starts their journey at a boutique or online, to maintaining these sentimental pieces over time.
About the role
Our Customer Service Centre in Southampton is the hub of all things watch servicing and repairs for brands under the Swatch Group umbrella. We are looking for a dedicated, professional, and proactive Customer Care Advisor to join our Longines Customer Care team.
In this role, you'll be at the heart of creating outstanding customer journeys, managing enquiries and complaints, and ensuring every interaction reflects the values of the Longines brand. You'll be the first point of contact for our customers, using your excellent communication skills to provide helpful, empathetic support and ensure every customer feels valued.
The deadline for applications is 31st December 2024, with interviews taking place between 13th and 17th January 2025.
Role and Responsibilities
1. Provide high-quality information, advice, and guidance to customers across multiple channels (phone, email, etc.), resolving queries at the first point of contact.
2. Proactively contact customers, identifying and addressing potential issues before they escalate, ensuring a seamless and positive experience.
3. Handle and follow up on customer complaints and enquiries in a timely, professional, and responsive manner, focusing on first-contact resolution.
4. Resolve complaints in a customer-focused manner, adhering to Longines' service standards while upholding the brand's reputation and integrity.
5. Comply with Service Level Agreements (SLAs), ensuring the efficient and effective delivery of services.
6. Work collaboratively with colleagues to foster open and clear communication, ensuring a smooth flow of information between the team and customers.
7. Continuously develop your product knowledge and stay informed about Longines' services, procedures and policies.
What we're looking for
We're looking for someone with a passion for delivering exceptional service and creating outstanding customer experiences. You'll be someone who listens attentively to customers, ensuring that their needs and concerns are fully understood and addressed with care, empathy, and attention to detail. You can build strong relationships with customers, using outstanding communication skills to handle challenging conversations and resolve issues calmly and professionally.
You will have a positive and proactive approach, can confidently use technology and can manage your time effectively.
If you have previous experience in Customer Service and want to work for a luxury brand, we'd love to hear from you.
Person Specification
Essential Skills and Experience
1. Exceptional written and verbal communication skills.
2. Ability to build strong rapport with customers, using empathy to provide exceptional service.
3. Proactive, positive approach with the ability to anticipate customer needs, make decisions, and resolve issues independently.
4. Ability to maintain professionalism and accuracy under pressure while managing multiple tasks.
5. Excellent time management skills with the ability to prioritise tasks effectively.
6. Skilled in conflict management and handling challenging conversations with tact and diplomacy.
7. Strong IT skills and proficiency with Microsoft Office programs.
8. Proven experience in customer service and complaint handling.
Desirable Skills and Experience
1. Experience with CRM systems and/or SAP.
Essential Qualifications
1. 5 GCSEs including Maths and English (or equivalent).
Why join us
1. Commitment to Quality: Be part of a team that values quality and exceptional service.
2. Career Growth: Opportunities for professional development and career advancement.
3. Dynamic Environment: Work in a fun, fast-paced and engaging environment with a passionate team.
4. Leading Brands: Join a company known for its iconic brands and significant impact in the watchmaking industry.
5. Diverse and Friendly Community: Become part of a welcoming and inclusive workplace culture that values diversity and collaboration.
In addition, you can expect:
1. Competitive Salary: We offer a competitive salary package that recognizes your skills and contributions.
2. Private Healthcare: Access comprehensive healthcare benefits to support your well-being and peace of mind.
3. Benefits and Discount Platform: Enjoy exclusive access to a cashback and discount platform including hundreds of retailers.
4. Staff Discount and Sales: Take advantage of discounts and staff sales events.
5. Enhanced Parental Leave: Benefit from enhanced parental leave policies that support you during important life events.
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