Customer Service Administrator
4 days ago
**Customer Service Administrator**
**SUMMARY**
The **Customer Service Administrator** 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. This role will also require the individual to perform minor repair services.
**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 Supervisor 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.
- Invoice and ship finished repairs to customers.
- Process repair transactions using the company’s POS system.
- Consult with Customer Service Supervisor when changes need to be made to existing estimates.
- Perform basic watch repairs, battery changes, bracelet adjustments and water resistance tests.
**REQUIREMENTS**
- 2 - 4 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 materials for presentations.
**Salary**: From $49,000.00 per year
**Benefits**:
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Store discount
- Tuition reimbursement
- Vision care
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Ability to commute/relocate:
- Montréal, QC: reliably commute or plan to relocate before starting work (required)
**Experience**:
- Customer service: 2 years (preferred)
**Language**:
- French (required)
Work Location: One location
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