We are a well-known and well-established global brand who has been operating in the Swiss watch industry for over 45 years. The Geneva-based brand belongs to a small circle of Swiss watchmakers still in family hands. This company is built upon the core values of family, creativity and craftsmanship.
This position will be based in office at our New York City Location.
You will be part of our Customer Service department, in the administrative team.
As a customer service associate, your mission will be to ensure Customer Satisfaction by managing both B2B and B2C requests, for watch services, spare parts and accessories inquiries.
You will interact directly with customers to understand their concern, assist them on product requests, service and spare parts, and help them should face any issue. Internally, you will liaise with our Watchmakers to follow the interventions, Procurement and Logistics department for deliveries.
Responsibilities :
· Service and Repairs :
o Register timepiece
o Understand customer request and need
o Issue and share Service Estimate
o Answer customer question about service, prices and leadtime
o Invoice service
o
· Spare parts and accessories :
o Register timepiece
o Understand customer request and need
o Issue and share Service Estimate
o Answer customer question about service, prices and leadtime
o Invoice service
o
· Process and Tools :
o Assist the customers with our After Sales Portal
o Ensure that the workflow is properly managed and operated
o
· Claims :
o Rise claims to your Manager
o Propose the appropriate course of action
o Communicate with your customer (phone, email, letter…)
o Follow the claim resolution
Skills/Qualifications :
· Customer and service oriented
· Excellent communication skills, verbal and written
· Independent, efficient and flexible
· Solution oriented with problem solving skills
· Strong work ethic
· Team-player
· Comfortable with digital tools and solutions
Employment type
Full-time
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