Customer Care Advisor

3 days ago

Richmond VIC, Australia Swatch Group Full time $60,000 - $80,000 per year
The Role

This role is responsible for being the first point of contact for our Tissot and Mido customers mostly via e-mail. This is a fast paced, multitasking position where no two days are the same. We require a candidate who has excellent communication skills, is passionate about providing high-quality customer service and can act as the voice of the organisation.

  • Responsibility for email inbox, customer care hotline and any other channels dedicated to B2C & B2B inquiries
  • Provide support and comprehensive information related to after sales services, warranty and post warranty terms, repair's, estimations, spare parts availabilities and prices
  • Ensure all emails and calls are answered in conformity with company standards
  • Log and process all customer enquiries ensuring high attention to detail
  • Generate order or repair documentation and match with jobs prior to dispatch
  • Notify clients about possible delays and updates
  • Proactively follow up payment and collection of completed services
  • Ensure deadline and response timeframes are respected at all times
  • Maintain and update customer database ensuring accurate log of details
  • Collaborate and communicate effectively with key stakeholders to assist with efficient query or complaint resolution
Skills & Experience
  • People focused individual who enjoys interacting with customers and businesses
  • Experience in fast paced customer enquiry or customer service environment mandatory

  • Active listener with excellent telephone etiquette

  • A work ethic that understands the importance of going above and beyond to satisfy the customer and exceed expectations

  • Excellent data entry, communication and organisation skills

  • Proficient computer skills, SAP/similar ERP system, Salesforce and Microsoft Office

  • Technical knowledge in the watch making or other repair industry is highly beneficial

  • Prior experience in customer care, hospitality or retail industry preferred

How to Apply

Please click APPLY to submit your application.

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