Swatch Group Customer Service Representative

Swatch Group is a leading Swiss watchmaking conglomerate that manages a portfolio of internationally recognised brands spanning all price segments, from accessible design pieces to haute horlogerie. The Group combines traditional craftsmanship with industrial manufacturing, retail networks and advanced micro‑technology capabilities, and operates boutiques and multi‑brand retail concepts worldwide.

1. Respond to client inquiries across phone, email and digital channels, delivering service that reflects the brand's luxury standards.
2. Manage order processing, returns, exchanges and warranty claims, ensuring accurate documentation and timely follow‑through.
3. Coordinate with after‑sales service centres, workshops and retail teams to track repairs and service requests until resolution.
4. Maintain and update customer records in the CRM; prepare routine reports on service metrics and customer feedback.
5. Escalate complex cases to supervisors or technical teams and propose pragmatic solutions to protect client satisfaction and brand reputation.

1. Secondary school diploma or equivalent required; post‑secondary education in business, hospitality or related field preferred.
2. Minimum 1–2 years' experience in customer service or after‑sales support, preferably within luxury retail, watches or jewelry.
3. Excellent verbal and written communication skills with a client‑centric approach and professional telephone manner.
4. Strong problem‑solving skills, attention to detail and the ability to manage multiple cases concurrently under deadlines.
5. Familiarity with warranty processes, retail operations and basic product technicalities is advantageous.

1. CRM systems (e.g. Salesforce, Microsoft Dynamics) — experience entering and maintaining client records
2. Microsoft Office (Outlook, Excel, Word) and standard office productivity tools
3. Ticketing and case‑management workflows
4. Multichannel client communication (phone, email, live chat)
5. Fluent client escalation and documentation practices

1–2 years of customer service or after‑sales experience, ideally in luxury goods, retail or technical product support; experience liaising with service centres or workshops is a strong advantage.

Secondary school diploma required; tertiary education in business, hospitality, communications or a related discipline preferred.

The workplace reflects Swatch Group's combination of Swiss watchmaking heritage and modern industrial capability, valuing precision, craftsmanship and innovation. Teams are international and collaborative, with an emphasis on quality service and continuous improvement within a fast‑moving retail and after‑sales environment.