Swatch Customer Care Coordinator
Swatch — Customer Care Coordinator (maternity cover) in Southampton, UK. Temporary on-site role handling after-sales, repairs and client enquiries.
Overview
Swatch is the playful, design-forward maison of the Swatch Group, celebrated for Swiss craftsmanship and accessible, innovative timepieces. The brand is known for bold collaborations and colourful collections that combine high-quality materials with democratic pricing, operating within a global retail and wholesale network under the Swatch Group umbrella.
Role & Responsibilities
- Serve as first point of contact for customer enquiries across phone, email and web channels, ensuring timely, accurate and brand-aligned responses.
- Manage order administration, returns, repairs and warranty claims; coordinate logistics with service centres and third-party repair partners.
- Record and maintain customer interactions and case notes within the CRM to preserve data integrity and facilitate follow-up.
- Escalate complex technical or commercial issues to senior service managers and maintain clear handover documentation.
- Monitor service-level agreements and key performance indicators; contribute to weekly reporting on case volumes, resolution times and trends.
- Liaise with retail and wholesale partners to resolve client issues and support after-sales initiatives.
- Process refunds, replacements and account adjustments in line with company policy and compliance requirements.
- Support project work and process improvement initiatives to enhance customer experience and operational efficiency.
Qualifications
- Minimum 2 years' experience in customer service, after-sales or contact-centre operations; experience in watches, luxury retail or consumer goods preferred.
- Proven ability to manage high volumes of enquiries while maintaining accuracy and brand standards.
- Strong written and verbal communication skills with an emphasis on client empathy and problem resolution.
- Excellent organisational skills, attention to detail and capacity to prioritise in a fast-paced environment.
- Right to work in the UK and willingness to work on-site in Southampton for the duration of the maternity cover contract.
Skills
Experience
At least 2 years in a customer-facing role (contact centre, after-sales or retail). Experience handling warranties, repairs or order administration within a consumer-goods or luxury environment is advantageous.
Education
Secondary education (A-levels or equivalent) required; degree in business, communications or a related field desirable.
Workplace
The role is situated in Southampton, Hampshire, UK. Within Hampshire, Cerulean currently features 4 open roles, including 1 recent additions. Across UK, Cerulean lists 621 open roles — 18 of them newly added.
Culture
Swatch combines Swiss precision with a playful, design-led spirit; teams typically operate in a collaborative, fast-moving retail and product environment. Employees are expected to be adaptable, customer-focused and enthusiastic about design and innovation.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.