Swatch Group Customer Service Specialist

About Swatch Group

Swatch Group stands as one of the world’s foremost watchmaking groups, uniting Swiss industrial excellence with a portfolio of distinguished maisons spanning accessible design, prestige horology, and high complication craft. As an employer, the Group offers a uniquely integrated environment, from research, manufacturing, and movement development to brand management, retail, and global operations. Rooted in Biel/Bienne and present worldwide, it values technical mastery, creative curiosity, and long-term commitment. Employees contribute to a culture where heritage, innovation, precision, and entrepreneurial energy converge, supporting iconic brands while shaping the future of Swiss watchmaking on an international stage.

Role & Responsibilities

• Answer customer inquiries regarding product information, pricing, and availability across multiple watch brands
• Provide exceptional customer service and build lasting relationships using product knowledge and selection expertise
• Assist customers with order placement, shipping status inquiries, and general support requests via phone, email, and in-person
• Maintain and update customer records within the SAP system and associated databases
• Research timepieces, components, and parts availability within SAP to resolve inquiries
• Respond to customer communications in a timely manner and ensure high satisfaction levels with appropriate follow-up
• Conduct due diligence on customer inquiries through oral and written communication
• Support re-sellers and internal brand teams with coordination and information requests
• Assist in training new agents as required
• Resolve customer issues through collaborative partnerships with appropriate departments

Qualifications

• High School Diploma or GED
• Excellent verbal and written communication skills
• Proficiency in Microsoft Office suite
• Ability to multitask and work effectively under pressure while maintaining accuracy and organization
• Highly organized with strong follow-up and attention to detail
• Prior customer service experience (as Representative, Associate, Assistant, or Coordinator)
• Willingness to work flexible hours during peak seasons
• Reliable and dependable team player

Skills

Experience

Prior experience in a customer service role such as Customer Service Representative, Customer Service Associate, Customer Service Assistant, Customer Service Coordinator, or Customer Service Agent is preferred. Direct experience with the watch industry or luxury goods is advantageous but not required.

Education

High School Diploma or General Education Diploma (GED) is required. Additional certifications in customer service or business communications are beneficial.

Workplace

Benefits

Excellent health, dental, and vision insurance for employee and dependents (eligible first of the month following 30 days of employment); immediate participation in 401(k) with 100% vested employer match after one year (maximum 4% employer match with 5% employee contribution); company-paid life insurance and Long Term Disability; 18 days of paid time off per year; extended paid time for medical, parental, and military leave; holiday pay; voluntary FSA, short-term disability, and accident/hospital indemnity insurance; employee product discount.

Culture

Swatch Group offers a dynamic, multicultural workplace rooted in Swiss precision, creativity, and a deep passion for watchmaking. As an employer, it brings together craftsmanship, industrial expertise, and brand diversity, giving teams the opportunity to contribute to both iconic heritage maisons and forward-looking 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.