Longines

Customer Care Advisor

Longines, a brand of the Swatch Group, is renowned for the elegance of its timepieces and has been based in Switzerland since 1832. As the world's leading manufacturer of finished watches, Longines has a rich heritage and strong ties to the world of sports, serving as an official timekeeper for world championships and partnering with international sports federations. The company is committed to excellence in customer service, ensuring exceptional interactions from purchase to maintenance.

1. Provide high-quality information, advice, and guidance to customers across multiple channels, resolving queries at the first point of contact.
2. Proactively contact customers to identify and address potential issues, ensuring a seamless and positive experience.
3. Handle and follow up on customer complaints and enquiries in a timely, professional, and responsive manner.
4. Resolve complaints in a customer-focused manner, adhering to Longines’ service standards.
5. Comply with Service Level Agreements (SLAs) for efficient and effective service delivery.
6. Work collaboratively with colleagues to ensure smooth communication between the team and customers.
7. Continuously develop product knowledge and stay informed about Longines’ services, procedures, and policies.

1. 5 GCSEs including Maths and English (or equivalent).

1. Exceptional written and verbal communication skills.
2. Ability to build strong rapport with customers using empathy.
3. Proactive, positive approach with decision-making and issue resolution skills.
4. Ability to maintain professionalism and accuracy under pressure.
5. Excellent time management and task prioritization skills.
6. Skilled in conflict management and handling challenging conversations.
7. Strong IT skills and proficiency with Microsoft Office programs.

Proven experience in customer service and complaint handling. Experience with CRM systems and/or SAP is desirable.

Competitive salary package.Private healthcare benefits.Access to a cashback and discount platform.Staff discounts and sales events.Enhanced parental leave policies.

The workplace is located in Southampton, England, and offers a dynamic, fun, and engaging environment. The company values quality, exceptional service, and provides opportunities for professional development and career advancement. It fosters a welcoming and inclusive culture that values diversity and collaboration.