Longines Customer Care Advisor

Southampton • UK

Thursday, December 12, 2024

Longines, renowned for the elegance of its timepieces, is a prestigious brand within the Swatch Group, the world's foremost manufacturer of finished watches. Established in Switzerland in 1832, Longines boasts a rich heritage and a commitment to timeless elegance. With a storied history as the official timekeeper for world championships and a partner of international sports federations, Longines has forged enduring connections to the world of sports. The brand places a premium on customer service, striving for excellence in every interaction, whether in boutiques or online, ensuring the maintenance of these sentimental pieces over time.

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 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) to ensure efficient and effective service delivery.
6. Collaborate with colleagues to foster open and clear communication, ensuring a smooth flow of information 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 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 prioritize 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.

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

5 GCSEs including Maths and English (or equivalent).

Competitive salary package recognizing skills and contributions.

Competitive salary, private healthcare, access to a cashback and discount platform, staff discounts and sales, and enhanced parental leave policies.

Longines fosters a dynamic and engaging environment, emphasizing quality and exceptional service. The company offers opportunities for professional development and career advancement within a diverse and inclusive workplace culture that values collaboration and diversity.