Customer Service Representative

Job description

Position purpose: The Swatch Group (U.S.) is currently looking for a qualified candidate in our After Sales Service Department to handle a variety of in-coming calls from our consumers. The Customer Service Representative is responsible for customer inquiries within the Watch Service Department, while properly processing watch repairs. This position is a first point of contact with customers and their concerns related to service and repair orders status.

Responsibilities:

• Research and respond to customer inquiries in person, phone and e-mail.
• Issue repair estimates and provide customer with repair process related information.
• Review and update customer records on computerized data base, SAP system.
• Maintain parts inventory and its replenishment.
• Resolve problems through partnerships with appropriate parties/department heads.
• Perform due diligence on customer inquiries through oral and written communication.
• Research timepieces and parts in the SAP.
• Assure the highest level of customer satisfaction including timely and adequate follow up process.

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