Swatch Customer Care Coordinator

Paris • France

Thursday, January 9, 2025

The Swatch Group is a global conglomerate comprising 17 distinguished watchmaking brands, including Omega, Breguet, Blancpain, Longines, Rado, Tissot, Mido, Hamilton, Swatch, and Flik Flak. Renowned for producing and retailing watches, jewelry, movements, and watch components, the Swatch brand is celebrated for its diverse and original designs. Swatch watches, crafted with Swiss precision, are acclaimed worldwide for their superior quality and artistic, sporty, fashion, and lifestyle inspirations.

1. Serve as the primary contact for all incoming inquiries via email, phone, and live chat to ensure continuous service delivery.
2. Ensure compliance with expected service level agreements (SLAs) for optimal service operation.
3. Monitor quality KPIs to enhance service levels and meet productivity objectives.
4. Maintain seamless communication with the Besançon after-sales team and clients throughout the repair process.
5. Manage and track product exchanges, returns, and refunds promptly.
6. Follow up on pending customer cases and ensure they are resolved within set timelines.
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. Strong understanding of customer needs.
3. Fluency in French and English with excellent written communication skills.
4. Motivated, reliable, and proactive in providing customer solutions.
5. Quick learner with the ability to maintain high performance in a fast-paced environment.
6. Excellent interpersonal skills and impeccable oral and written communication.
7. Demonstrates rigor, optimism, and strong adaptability and organizational skills.
8. Proficient in computer tools and Microsoft Office Suite.
9. Knowledge of Salesforce, SAP, and Cegid is desirable.

A minimum of 2 years in a customer service or after-sales environment.

The position offers a dynamic work environment with opportunities for professional growth and development within a prestigious global brand.

The Swatch Group fosters a vibrant and inclusive work culture that values creativity, innovation, and excellence. Employees are encouraged to contribute ideas and participate in the evolution of processes to enhance customer satisfaction.