Swatch Customer Care Team Lead (Corporate)

Job Description

The Customer Care team lead will oversee the day-to-day operations of our customer care team. They will manage workflow, provide guidance, and support to customer care specialists, ensuring customer inquiries and orders are handled promptly and professionally.

Profile

• Manage and support the Customer Care team in their daily tasks
• Motivate and inspire the team to follow Swatch guidelines and policies
• Manage and follow-up customer complaint escalations and enquiries in a professional, timely and responsive manner
• Drive and maintain efficient workflow and communication at all levels
• Provide support on how to resolve or answer client queries, reporting of issues and client complaints, requesting, and managing training
• Inspire the team to put the customer at the heart of everything we do by demonstrating the highest level of customer service skills and motivate them to deliver first contact resolution
• Continuously develop personal and the team’s knowledge and understanding of products, services, company procedures/policies and our customers’ expectations
• Use product knowledge and selection to provide exceptional service and build customer relationships
• Utilize company resources for product knowledge and have a proactive approach to constant refreshing of the latest product offerings
• Responds timely to email inquiries and facilitate departmental deadlines and goals
• Aid customers by answering phone calls, responding to emails, chats, placing product orders and providing shipping status
• Research and respond to customer inquiries via phone, chat, and e-mail
• Review and update customer records on computerized database, Salesforce, and SAP system
• Resolve problems through partnerships with appropriate parties/departments heads
• Research timepieces and parts in the SAP
• Assure the highest level of customer satisfaction including timely and adequate follow up process

Professional Requirements

• High School Diploma or GED is required
• Excellent communication skills both verbal and written
• Proficient in Microsoft Office
• Previous experience or knowledge of Salesforce and SAP System is a must
• Ability to multi-task and work under pressure while maintaining a high level of accuracy and organization
• Superior follow-up skills
• Flexible to work additional hours during peak season
• Dependable and reliable team player
• Skilled in a fast-paced environment
• Flexible to work with people of different backgrounds and personalities
• Ability to learn new tasks as needed for upward growth (team and individual!)
• Genuine interest in learning and valuing product knowledge
• Experience working with the general public or call center environment
• Driving ambition and being goal-oriented
• Proven record of dependability and reliability is essential
• Bilingual is a plus
• Skilled listener – customers will tell you what they want!

Additional Skill Requirements

• Must be extremely positive demeanor and friendly and easy to talk to
• Must have a driving team ambition and be goal oriented
• Must have the ability to make quick and appropriate decisions that will benefit the company and our customers

Benefits Program

• Excellent health, dental and vision insurance (eligible 1st of the month following 30 days; generous employer contribution)
• Immediate participation in the 401(k) and 100% vested employer match after one year
• Company paid life insurance and Long Term Disability
• 18 PTO days per year, 23 PTO after 5 years
• 7 days per year extended paid time for medical, parental and military leave
• Holiday pay
• Voluntary Flexible Spending Account, Short Term Disability, Accident/Hospital Indemnity insurance
• Employee product discount
• Internal transfer and growth potential
• $500 Employee Referral Bonuses

Job Location

703 Waterford Way, Suite 450, 33126 Miami FL, United States (Florida)

Company Address

The Swatch Group (U.S.) Inc.
800 Waterford Way Suite 1000
Miami, FL 33126 USA