Customer Care Advisor

SWATCH GROUP

Melbourne, VIC
Permanent
Full-time

18 days ago

The RoleThis role is responsible for being the first point of contact for our Rado and Hamilton customers mostly via phone and e-mail. This is a fast paced, multitasking position where no two days are the same. Therefore, we require a candidate who has a passion for providing a high quality of customer service, has excellent communication skills, experience dealing with difficult customers and can act as the voice of the organisation. This is a part-time, permanent role and the successful candidate is required to work 25 hours per week (Monday-Friday, 5 hours per day)This role will be responsible for

Respond to B2B & B2C enquiries by mainly telephone and email
Appropriate processing of customer escalations while adhering to brand and company's policies
Log all customer enquiries
Provide first level technical support (training provided)
Notify clients about delays or updates in regards to their repairs
Processing and follow up of customer queries and orders for watch repairs
Maintain customer database

The person in this role would need to have the following skills and experience

Experience in fast paced customer enquiry or customer service environment mandatory
Demonstrated experience dealing with difficult customers
Excellent data entry, communication and organisation skills
Decisive, firm, courteous, customer oriented, and able to manage pressure and challenges within the role
Proficient computer knowledge, SAP / similar ERP system, Salesforce and Microsoft Office
Excellent telephone etiquette and communication skills
Technical knowledge in the watch making or other repair industry is highly beneficial

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