Customer Service Account Advisor

1 week ago

Toronto, Ontario, Canada Swatch Group Canada Full time

Customer Service Account Advisor

SUMMARY


The
Customer Service Account Advisor 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.
  • Communicate with customers regarding their 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 Lead and CS Manager 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.
  • Intake, log details, and process paperwork for customers' watches in a timely manner in SAP.
  • Act as coordinator for Fedex and other shipping & mail services.
  • Consult with CS Team Lead and CS Manager when changes need to be made to existing estimates.
  • Provide backup support to our customer service team as required, providing superior customer service support for Swatch Group Canada watch brands to our end consumers, retail partners, and corporate retail store teams

REQUIREMENTS

  • 2+ years of customer service experience in the aftersales 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 materials for presentations.


Job Types:
Full-time, Permanent

Ability to commute/relocate:

  • Toronto, ON M5V 1Y6: reliably commute or plan to relocate before starting work (required)

Work Location:
In person

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