Customer Care Advisor

The company
Longines - famous for the elegance of its timepieces - is a member of the Swatch Group Ltd, the world's leading manufacturer of horological products. Based in Saint-Imier, Switzerland since 1832, Longines watchmakers enjoy an expertise steeped in tradition, elegance and performance. With generations of experience as Official Timekeeper of World Championships and as a partner of international sports federations, Longines has created lasting and durable links to the world of sport.
Job description
About the Role
Our Customer Service Centre in Southampton is the hub of all things watch servicing and repairs for brands under the Swatch Group umbrella, including our Customer Care Teams. We are on the look-out for a highly professional and proactive person to join our Longines Customer Care Team to deliver an outstanding customer experience.
If you're driven by the desire to provide exceptional service, this role could be your ideal match. Whether you bring previous experience or a genuine enthusiasm for our brand, it will be your ability to connect with customers and exceed their expectations that sets you apart.
Joining the Longines Customer Care Team means being the frontline ambassador for our brand. You'll be the first point of contact and will ensure every interaction reflects our brand values.
Role and Responsibilities
To provide high-quality information, advice and guidance to our customers via incoming telephone and email communication, aiming to resolve all queries at the first point of contact.
To proactively contact customers to address and resolve any potential complaints before they arise.
To carry out and follow up customer complaints and enquiries in a professional, timely and responsive manner.
To ensure complaints are resolved in a customer-focused manner in accordance with agreed standards, whilst ensuring that the Longines is represented appropriately.
To adhere to Service Level Agreements within the Customer Service Department.
Develop yourself into an integral part of the team, ensuring clear communication between colleagues and our customers.
Continuously develop your knowledge and understanding of Longines products, services and procedures/policies.
Profile
Essential Skills and Experience
Excellent time management skills and able to effectively prioritise workload
A positive and proactive attitude with an ability to use your initiative to make decisions.
Ability to maintain accuracy, professionalism and make decisions whilst working under pressure
Ability to build strong rapport with Customers, using empathy to ensure every Customer receives exceptional service.
Skilled in conflict management and having challenging conversations.
Exceptional written and verbal communication skills including a professional telephone manner.
Strong IT skills and proficient with Microsoft Office programmes.
Demonstrable customer service and complaint handling experience
Professional requirements
Essential Qualifications
5 GCSE's including Maths and English (or equivalent)
Benefits
Access to Rewards & Discount platform offering over 4,000 benefits and access to Wellbeing content from your first day
Enhanced Pension Contribution
Private Health Insurance
Employee Assistance Programme
Contribution to Eye Test & Glasses or Lenses
Cycle to Work
Long Service Awards
Enhanced Parental Leave
Employee Discount & Sales
Job Reference: SGUK01141