Swatch Group Customer Relations Officer (4‑month fixed-term)
- Location
- Employment
- Contract
- Seniority
- Junior
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fine Watches & Horology
- Posted
- Apr 29, 2026
About Swatch Group
The Swatch Group is a global leader in watchmaking and horological components, operating a portfolio of maisons that range from entry-level to high watchmaking and jewellery. The Group is vertically integrated, supplying movements, components and finished watches across its brands and distribution channels, and maintains a reputation for technical expertise, industrial craftsmanship and brand diversification.
Swatch Group — Customer Relations Officer (4‑month contract) in Besançon. Join Swatch Group to manage customer enquiries, orders and after‑sales support.
Role & Responsibilities
- Serve as first point of contact for customer enquiries via phone, email and digital channels, ensuring timely, courteous responses.
- Manage order processing, tracking and coordination with production, logistics and sales teams to ensure on‑time delivery and accurate fulfillment.
- Handle after‑sales requests including returns, repairs and warranty cases, liaising with technical teams to resolve faults and organise interventions.
- Maintain and update customer records and case histories within the CRM, ensuring data accuracy and adherence to company procedures.
- Produce regular operational reports and KPIs on response times, case resolution and customer satisfaction for local management.
- Escalate complex or non‑standard issues to relevant internal stakeholders and follow through to resolution.
Qualifications
- Diploma or vocational qualification in commerce, business administration, or customer relations; equivalent professional experience accepted.
- Proven ability to manage customer cases with diplomacy and commercial sensibility.
- Strong organisational skills with attention to detail and the ability to prioritise in a fast‑moving environment.
- Professional written and verbal communication skills; fluency in French is strongly preferred and a working knowledge of English is advantageous.
- Comfortable working to documented procedures and SLAs in a regulated manufacturing/after‑sales context.
Skills
Experience
Typically 1–3 years in customer service or after‑sales roles; experience in watchmaking, luxury goods, or technical consumer products is advantageous.
Education
Diploma or vocational degree in commerce, business administration, or equivalent professional qualification.
Workplace
This position is based in Besançon, Bourgogne‑Franche‑Comté, France, within easy reach of Dijon.
Culture
The Swatch Group combines industrial precision with brand creativity across a spectrum of maisons. Teams operate with a focus on technical excellence, quality control and customer satisfaction, while valuing craftsmanship, cross‑brand collaboration and continuous improvement.
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 Group, 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 «Client Relations Representative», «Customer Service Representative — Watches», «After‑Sales Support Coordinator», «Client Support Specialist», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.