Customer Care Advisor (Southampton)

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. We are looking for a dedicated, professional, and proactive Customer Care Advisor to join our Longines Customer Care team.

In this role, you’ll be at the heart of creating outstanding customer journeys, managing enquiries and complaints, and ensuring every interaction reflects the values of the Longines brand. You’ll be the first point of contact for our customers, using your excellent communication skills to provide helpful, empathetic support and ensure every customer feels valued.

The deadline for applications is 31st December 2024, with interviews taking place between 13th and 17th January 2025.

Role and Responsibilities

• Provide high-quality information, advice, and guidance to customers across multiple channels (phone, email, etc.), resolving queries at the first point of contact.
• Proactively contact customers, identifying and addressing potential issues before they escalate, ensuring a seamless and positive experience.
• Handle and follow up on customer complaints and enquiries in a timely, professional, and responsive manner,focusingon first-contact resolution.
• Resolve complaints in a customer-focused manner, adhering to Longines’ service standards while upholding the brand's reputation and integrity.
• Comply with Service Level Agreements (SLAs), ensuring the efficient and effective delivery of services.
• Work collaboratively with colleagues to foster open and clear communication, ensuring a smooth flow of information between the team and customers.
• Continuously develop your product knowledge and stay informed about Longines’ services, procedures and policies.