The company

Swatch, launched in 1983 by Nicolas G. Hayek, is a leading Swiss watch maker and one of the world's most popular brands. The first Swatch watches surprised everyone with their revolutionary concept, creative design and provocative spirit. Today Swatch continues to innovate and surprise with new models, collections and special editions. The brand maintains a strong presence in the world of sports with its commitment to snowboarding, freeskiing, surfing, beach volleyball and mountain bike slopestyle. Right from the start, Swatch connected with art and artists, and Swatch watches remain a prominent canvas for artists from a broad range of disciplines.

In order to reinforce the Customer Service team at its Headquarters in Biel/Bienne, Switzerland, SWATCH is currently searching for a

CUSTOMER CARE MANAGER SWISS MARKET 100%

Job description

• Management of Service cloud Sales Force system (Write an email) ensuring that all customer queries, complaints etc. are responded within the expected period
• Ensure customer cases and queries are managed with good care
• Be in constant contact with our customers via various communication channels (e.g. e-mail, live chat, social media) in order to identify their needs and derive measures from them
• Implementation and definition of targets and service standards as well as their development
• Manage and support the Customer Care team (4FTE) in their daily tasks
• Develop performance KPIs and fix measurable objectives for the department to achieve
• Coordination with Brand Manager, Retail Manager, Ecommerce Manager and Sales Manager to ensure delivery of customer requirements
• Analysis and processing of after-sales cases (exchanges / repairs / offers / quotes) for Swatch and Flik Flak
• Analysis of statistics and the creation of the resulting action plan
• Creation of reports
• Increase customer satisfaction and loyalty as well as fulfilment of customer expectations
• Evaluate Customer satisfaction level and fix objectives to maintain optimal customer satisfaction level
• Collaboration with CS team in Swatch International

Profile

Profile:

• Several years of professional experience in customer service or retail
• Practical experience with customer service software, databases and tools

Professional requirements

Furthermore, you have excellent attention to detail and the ability to manage your priorities in line with the business needs. You have strong communication skills in dealing with customers and an open, customer-oriented approach. Moreover, you are aware of new technological trends and applications.

Languages

In addition, you possess excellent communications skills and are fluent in German and French (writing and speaking). You are also able to speak fluently in English.

Company address

Your new employer:

Find a new home for your skills, creativity and ambitions. Swatch offers you the ideal environment to progress in your career and attractive benefits such as:

• Flexible 40 working hours / week
• 30 days of annual leave
• Contribution to health insurance costs
• Best in class pension fund
• Subsidised on-site canteen and food trucks
• Training and development plan
• Extended maternity leave
• Free parking

Contact

If you feel this challenging opportunity meets your profile and expectations, please click on the APPLY link to send us your CV.

 

 

SWATCH Ltd.
Human Resources
Nicolas G. Hayek Strasse 1
CH - 2502 Biel/Bienne