Customer Care Coordinator

7 days ago

Toronto, Canada Swatch Group Full time

**The company**
Swatch embraces the values that coexist in the worlds of art, design, fashion and technology; and lends to them its own spark of creativity. Thus, Swatch is considered a canvas upon which a myriad of expressions have been applied. Cutting edge style, trend setting looks and technology friendly accents have all added to the amazement of owning a Swatch.
**Job description**
As a Customer Care Coordinator, you will play a vital role in supporting Swatch’s customer service operation. You will be responsible for delivering exceptional service across multiple communication channels, managing service tools, and performing light technical tasks. You will also support internal teams and retail stores to ensure a seamless customer experience, embodying Swatch’s Core Competencies: Customer Focus, Drive for Results, Creativity, Problem-Solving, Humility, Integrity, and Building Effective Teams and Relationships.

**Benefits**:

- Health benefits, including dental and vision coverage
- RRSP contributions with company match
- Company discount
- Life insurance
- Paid vacations
- Paid sick days

**Responsibilities include**:

- **Customer Support**: Respond to inquiries across channels, resolve complaints, and document interactions.
- **After-Sales Service**: Guide customers through repairs, manage service inquiries, and perform minor watch adjustments.
- **Operations**: Maintain service tools, troubleshoot system issues, and generate performance reports.
- **Retail Support**: Assist store teams with escalations, collaborate on service consistency, and review service cases.
- **Projects & Improvement**: Support new initiatives, test procedures, and suggest workflow enhancements.
- **Administration**: Process returns, manage documentation, and support compliance efforts.
- **Brand & Learning**: Attend trainings and represent the brand professionally in all interactions.

**Profile**
- Self-starter who thrives in both independent and team environments
- Ability to manage multiple tasks with attention to detail
- Customer-focused with a problem-solving mindset

**Professional requirements**
- At least 3 years of customer service experience, preferably in retail or luxury goods
- Experience with CRM systems and digital communication tools
- Advanced computer skills, including MS Office
- Strong verbal and written communication skills in **English and French**

Job Reference: CAN_00118

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