Swatch Customer Care Coordinator
- Location
- SouthamptonEnglandUK
- Employment
- Temporary
- Seniority
- Junior
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fine Watches & Horology
- Posted
- May 11, 2026
About Swatch
Swatch is the playful, design-led watch brand within The Swatch Group, renowned for Swiss craftsmanship, bold creativity and accessible price positioning. The brand is recognised for frequent artist collaborations and high‑profile partnerships (including MoonSwatch projects) that combine contemporary design with rigorous watchmaking standards. As part of The Swatch Group, the employer operates across retail, wholesale and after‑sales service channels globally.
Swatch is hiring a temporary Customer Care Coordinator (maternity cover) in Southampton, UK — on-site role handling customer enquiries, orders and after‑sales cases.
Role & Responsibilities
- Act as first point of contact for customer enquiries across phone, email and web chat, ensuring timely and brand‑appropriate responses.
- Manage order administration, returns, repairs and warranty cases; coordinate with logistics, repairs centres and retail stores to resolve issues.
- Record and maintain accurate customer records and case notes within the CRM/ticketing system; ensure SLA adherence and case escalation when required.
- Monitor and report on customer service metrics and trends; prepare daily/weekly operational summaries for line management.
- Support process improvements and contribute to after‑sales initiatives to enhance customer satisfaction during the maternity cover period.
Qualifications
- Demonstrable customer service orientation with strong verbal and written communication skills.
- Calm, solution‑focused approach to complaint handling and escalations, with excellent attention to detail.
- Ability to prioritise a varied workload, meet deadlines and work collaboratively with cross‑functional teams.
- Right to work and availability to be based on‑site in Southampton for the duration of the maternity cover contract.
Skills
Experience
Typically 1–3 years of customer service or client support experience, ideally within retail, e‑commerce or luxury goods after‑sales environments; prior exposure to CRM/ticketing systems and order/returns workflows is expected.
Education
High school diploma or equivalent; a degree in business, communications or a related field is advantageous but not required.
Workplace
The role is situated in Southampton, England, UK.
Culture
Swatch combines Swiss precision with a playful, creative spirit and a fast‑paced retail and product environment. The brand values design-driven thinking, cross‑disciplinary collaboration and an energetic approach to consumer engagement, with an emphasis on accessibility and inventive partnerships.
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.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Swatch, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Customer Care Specialist», «Client Services Coordinator», «Customer Support Coordinator», «After‑Sales Coordinator», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.