Tissot Customer Care Specialist

About Tissot

Tissot, founded in 1853 in Le Locle, Switzerland, is a distinguished Swiss watchmaker renowned for uniting traditional craftsmanship with accessible innovation. As part of the Swatch Group, the Maison offers employees the strength of a global luxury ecosystem while preserving a culture rooted in precision, authenticity, and entrepreneurial spirit. Tissot is celebrated for its pioneering materials, advanced movements, and longstanding role in international sports timekeeping. As an employer, it provides a dynamic environment where watchmaking expertise, digital excellence, retail sophistication, and brand storytelling converge, inviting talent to contribute to a heritage-driven company with a forward-looking, international outlook.

The Swatch Group seeks a full-time Customer Care Specialist to serve as the primary point of contact for both retail customers (B2C) and business partners (B2B) across the Tissot, Certina, and Mido brands. The role encompasses managing customer inquiries relating to warranty, repairs, parts quotations, and order processing via email, telephone, and CRM systems, while proactively tracking repair status and driving service excellence. The specialist will report to the Brand Manager, collaborate with Sales, E-commerce, and Account Management teams, and liaise with international operations including headquarters in Switzerland and service centers in Belgium and France.

Role & Responsibilities

• Deliver exceptional customer service across multiple channels (email, telephone, CRM) to both B2C and B2B customers, ensuring a premium brand experience
• Process and manage incoming orders and handle warranty-related inquiries, parts quotations, and after-sales support
• Proactively track repair status and maintain consistent customer communication throughout the service lifecycle
• Identify solutions for customer inquiries and escalate complex issues appropriately to relevant departments
• Coordinate with international teams including headquarters in Switzerland and service centers in Belgium and France
• Actively contribute to continuous improvement initiatives within customer journey and service processes
• Maintain organized records and ensure accuracy in all customer interactions and documentation

Qualifications

• Proven professional experience in customer service or related client-facing roles
• Fluent in both Dutch and English with excellent written and verbal communication skills
• Proficiency with CRM systems, SAP, or comparable ERP platforms
• Strong proficiency in Microsoft Office suite
• Customer-centric mindset with exceptional problem-solving capabilities
• Ability to work methodically and maintain meticulous attention to detail
• Flexible, positive, and proactive team player with collaborative spirit

Skills

Experience

Relevant demonstrated experience in customer service, with particular preference for experience within luxury goods, horology, or premium brand environments.

Education

No specific formal education requirements mentioned; however, secondary or post-secondary education preferred.

Workplace

Compensation

The base compensation for this position ranges from EUR 2,750 to EUR 3,050 per month.

Benefits

Premium watch gift of choice; pension scheme with low employee contribution of 3%; 26 days annual leave (full-time basis); workplace at Eindhoven headquarters with collaborative culture and short communication lines

Culture

Tissot fosters a workplace culture rooted in Swiss precision, innovation, and a deep respect for watchmaking heritage. As an employer, the brand encourages collaboration, craftsmanship, and continuous improvement, offering teams the opportunity to contribute to accessible yet high-quality timepieces with a global reputation.

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.