Swatch Customer Care Coordinator

The Swatch Group is an international company consisting of 17 watchmaking brands, including Omega, Breguet, Blancpain, Longines, Rado, Tissot, Mido, Hamilton, Swatch, and Flik Flak. It specializes in the production and sale of watches, jewelry, movements, and watch components. Swatch creates diverse and original models that cater to a wide audience, with 'Swiss made' watches recognized worldwide for their excellent quality and artistic, sporty, fashion, and lifestyle inspirations.

1. Act as the point of contact for all incoming requests via email, phone, and live chat to ensure service continuity.
2. Ensure compliance with expected SLAs for smooth service operation.
3. Monitor quality KPIs to improve service levels and meet productivity goals.
4. Maintain clear communication with the Besançon after-sales team and clients throughout the repair process.
5. Manage and follow up on product exchanges, returns, and refunds promptly.
6. Handle pending customer cases and ensure they are addressed within set deadlines.
7. Contribute to process improvements to enhance customer satisfaction.

1. Minimum of 2 years of experience in after-sales service and/or customer relations.

1. Autonomous with excellent problem-solving skills in after-sales service, disputes, and deliveries.
2. Excellent understanding of customer needs.
3. Fluent in French and English with excellent writing skills.
4. Motivated, reliable, and proactive in providing solutions to customers.
5. Quick learner with the ability to maintain high performance in a fast-paced environment.
6. Adaptable to changing needs with strong interpersonal and communication skills.
7. Meticulous with impeccable spelling and grammar.
8. Organized with a strong sense of adaptability and optimism.
9. Proficient in IT tools and Microsoft Office.
10. Knowledge of Salesforce, SAP, and Cegid is desired.

At least 2 years of experience in after-sales service and/or customer relations.

The role is based in Paris, France, within a dynamic and fast-paced environment that values adaptability and customer satisfaction.