Customer Care Officer - Positive Work Culture

The Swatch Group Ltd is an international Group active in the manufacture and sale of finished watches, jewelry, watch movements and components. Swatch Group supplies nearly all components required for the watches sold by its 17 brands as Breguet, Harry Winston, Blancpain, Glashütte Original, Jaquet Droz, Léon Hatot, Omega, Longines, Rado, Union Glashütte, Tissot, Balmain, Certina, Mido, Hamilton, Swatch and Flik Flak.

You will support customer care team to provide professional & efficient service in handling enquiries on watch repairs/services and accessories from both walk-in and call-in customers.

In this role, you will:

1. Customer Care Support

Ensure smooth and effective operations of the front line counters at all times and the image & customer’s confidence of the Company and brands are maintained.

Ensure that the Company’s policies and procedures are complied with & etc.

Provide timely intervention for difficult situation.

Manage issue/problems on product and service quality.

Follow-up on open/outstanding issues with appropriate problem solving solutions with the timeframe.

Stand in/relief at the service counters and provide all necessary administrative duties when the need arises.

Identity areas for staff improvement and development.

Hold regular briefing/communication with staff on performance, problems encountered for better solutions.

To constantly upgrade oneself with the latest product knowledge, information on Company’s direction and system for better communication with the public as well as staff training.

Monitor waiting time in service center.

2. Operating System Management

Understand the operating system and able to coach team members on new processes.

Handle simple minor hiccups when necessary.

Take initiative to contact the IT Dept for immediate assistance when the need arises.

3. Others

Ensure proper documentation and filing according to system.

Assist in any other relevant tasks as & when required.