TAG Heuer Customer Care Coordinator

TAG Heuer, a prestigious brand within the Watches & Jewellery sector, is renowned for its commitment to excellence and innovation. As part of a global conglomerate, the company offers a dynamic and inclusive work environment, fostering growth and development across its diverse workforce. The Customer Care division, comprising approximately 150 professionals, spans over 70 countries, ensuring a seamless and exceptional experience for every customer.

1. Manage customer requests directed to Customer Care HQ, providing personalized responses and handling escalations.
2. Conduct occasional outbound calls to customers.
3. Collaborate with other departments to address specific customer requests.
4. Ensure the quality of responses worldwide, maintaining brand standards in writing and telephone conversations.
5. Gather customer feedback and relay it to the Care team for continuous improvement.
6. Provide daily support to Customer Care Advisors worldwide, resolving complex situations.
7. Act as the voice of Advisors, relaying their needs and suggestions to the HQ team.
8. Inform the team of organizational changes in different markets.
9. Train newcomers on the use of company tools such as Salesforce.
10. Write or modify articles for the community's knowledge base and participate in the internal newsletter.
11. Perform various back-office tasks to enhance the customer experience, such as generating password reset links and managing warranties.
12. Manage the shipping of materials to markets and enter invoices into the company's tools.

1. Excellent written and verbal communication skills in English; additional languages are an asset.
2. Empathy and ability to manage demanding customer emotions.
3. Analytical skills with the capability to handle complex situations.
4. Thoroughness, autonomy, and organizational skills to efficiently process requests.
5. Proactivity and creativity in finding innovative solutions.
6. Excellent interpersonal skills to build trusting relationships with stakeholders.
7. Leadership skills to engage a community.
8. Knowledge of Salesforce is preferred.

1. Communication
2. Empathy
3. Analytical thinking
4. Organizational skills
5. Proactivity
6. Interpersonal skills
7. Leadership
8. Salesforce knowledge

Beginner level experience is required, suitable for those starting their career in customer care.

The company offers a hybrid working mode, allowing flexibility between remote and on-site work.

The workplace culture at TAG Heuer is characterized by a commitment to excellence, innovation, and customer satisfaction. The company values diversity and inclusivity, fostering a collaborative environment where employees are encouraged to grow and develop their skills.