Swatch Group Canada Looking for Front Desk Customer Service Coordinator at Toronto, ON Full Time

Front Desk Customer Service Coordinator

Summary

The Front Desk Customer Service Coordinator is responsible for providing our retail partners and end consumers with superior after sales service. This role responds to customer service issues in accordance to the Swatch Group’s customer service standards and expectations. This person will complete the administrative process from receiving the repair to delivering the final repaired product back to the consumer.

Principal Accountabilities…

• Provide superior customer service and support to consumers and retail partners.
• Resolve customer service issues on the phone and in person.
• Gather information from customers about a timepiece’s problem and its service history.
• Communicate estimates of repair costs and timepiece values.
• Processing repairs in SAP and update accordingly.
• View all proceeds and/or cancellation work orders on a daily basis.
• Review all incoming and outgoing watches and work with the watchmakers to understand the diagnosis on each one.
• Prepare diagnosis forms with complete and accurate information.
• Utilize knowledge of watches and warranty guidelines to communicate status updates of repairs to consumers.
• Assist CS team to following up on repairs sent to Switzerland, ensuring work orders are completed as per stated deadline.
• Work with Spare Parts department at Head Office to ensure parts are being filled in order to complete repairs as scheduled.
• Process repair transactions using the company’s POS system.
• Consult with Customer Service Admin when changes need to be made to existing estimates.

Requirements

• 2 + years of customer service experience in the after-sales service division.
• Possess excellent time management and organizational skills with a strong understanding of prioritization
• Must have ability to work under pressure
• Resourceful problem solver who is able to be proactively anticipate potential problems
• Work positively within a team environment
• Strong communication skills to interact with colleagues and consumers.

Employment Status

• Salaried, Full-Time, 40 hours per week on average. Must maintain open availability to meet the needs of the business and may be required to work more than 40 hours a week, certain holidays and blackout dates.

Working Conditions

Moderate physical effort is required and significant walking and standing is required. This position has a low risk of injury, the position requires lifting, pushing, pulling and holding (up to 35 lbs and above with appropriate support) of boxes and store fixtures, as well as significant focus when completing reports and forms.

Job Types: Full-time, Permanent

Salary: $40,000.00-$42,000.00 per year

Additional pay:

Benefits:

• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• RRSP match
• Store discount
• Tuition reimbursement

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Toronto, ON M5V3B1: reliably commute or plan to relocate before starting work (required)

Experience:

• Watch & Jewelry sales or customer care: 1 year (preferred)
• After sales customer service: 2 years (preferred)

Expected start date: 2022-04-27