Company: Swatch Group Korea
Department: Longines
Job Title: Customer Care Agent
Job Level: Associate / Assistant
Reporting Line: Brand Manager of Longines
About US:
At the heart of Longines' philosophy is a dedication to combining elegance with performance. The brand's watches exude a classic aesthetic while incorporating cutting-edge technology, resulting in timepieces that stand the test of time both in style and function. Longines' diverse range of collections caters to various tastes and occasions. From sporty chronographs to refined dress watches, each Longines timepiece showcases meticulous craftsmanship and attention to detail. The brand's devotion to accuracy is exemplified by its association with various sports events as an official timekeeper.
Accountabilities
Communication Channels Management
- Responsibility for email inbox, customer care hotline, and other channels dedicated to LONGINES B2C & B2B inquiries.
- Ensure calls are answered in conformity with defined company standards.
- Log customer inquiries via e-mail, telephone, post, or fax.
After Sales Service Support and Information Provision
- Providing support and comprehensive information related to after-sales services, including warranty and post-warranty terms, repair status, estimates, spare parts availability, and prices.
- Offering information about the brand's collections and technical specifications.
Efficient Query Resolution and Stakeholder Interaction
- Effectively exchanging information and interacting with key stakeholders when necessary to assist with efficient query or complaint resolution.
- Interacting with LONGINES B2B partners to resolve all customer requests and escalations efficiently.
- Ensure homogeneous information spread to both internal and external customers.
Technical Support, Documentation, and Coordination
- Providing first-level technical support.
- Proactively notifying LONGINES clients about possible delays and updates.
- Processing and following up on LONGINES customer queries and orders for watch repairs and spare parts/accessories.
- Generating order or repair documentation and matching with jobs prior to dispatch.
- Liaising with LONGINES Brand in Switzerland regarding LONGINES Swiss Repairs.
- Ensuring that deadline and response timeframes are respected at all times.
- Maintaining LONGINES customer database.
- Referring to LONGINES catalogues, directories, or databases to answer customer questions.
- Informing LONGINES Customer Care Manager of key issues.
- Collaborating with CS Operations Manager / CS Administration Supervisor regarding timing of services.
- Performing ad hoc duties as requested from management.
- Managing the loyalty voucher program (where applicable).
- Supporting E-commerce CS operations, including after-service customer service areas such as purchasing, returns, refunds, etc.
Qualifications and Skills
- At least 1 years of experience in Customer Service/ Customer Care Center preferred
- End-Consumer contact experience in the industry of luxury consumers goods or FMCG will be highly regarded
- Experience in front-line customer service and managing complaints through a variety of access channels
- Knowledge of SAP, Sales Force (or other order ticketing system) will be a strong asset
- Advanced level of ‘Local language’ (readiness to serve customers in this idiom)
- Excellent communication and problem-solving skills and attitude
- Readiness to learn technical specifications related to the watch industry
- Ability to work both in a team and on own initiative
- Very good organization and stress resistance
- Good English skills in written and verbal (Business Level)
- MS office skill – Excel/PPT/documentations/report
Company: Swatch Group Korea
Department: Longines
Job Title: Customer Care Agent
Job Level: Associate / Assistant
Reporting Line: Brand Manager of Longines
About US:
At the heart of Longines' philosophy is a dedication to combining elegance with performance. The brand's watches exude a classic aesthetic while incorporating cutting-edge technology, resulting in timepieces that stand the test of time both in style and function. Longines' diverse range of collections caters to various tastes and occasions. From sporty chronographs to refined dress watches, each Longines timepiece showcases meticulous craftsmanship and attention to detail. The brand's devotion to accuracy is exemplified by its association with various sports events as an official timekeeper.
Accountabilities
Communication Channels Management
- Responsibility for email inbox, customer care hotline, and other channels dedicated to LONGINES B2C & B2B inquiries.
- Ensure calls are answered in conformity with defined company standards.
- Log customer inquiries via e-mail, telephone, post, or fax.
After Sales Service Support and Information Provision
- Providing support and comprehensive information related to after-sales services, including warranty and post-warranty terms, repair status, estimates, spare parts availability, and prices.
- Offering information about the brand's collections and technical specifications.
Efficient Query Resolution and Stakeholder Interaction
- Effectively exchanging information and interacting with key stakeholders when necessary to assist with efficient query or complaint resolution.
- Interacting with LONGINES B2B partners to resolve all customer requests and escalations efficiently.
- Ensure homogeneous information spread to both internal and external customers.
Technical Support, Documentation, and Coordination
- Providing first-level technical support.
- Proactively notifying LONGINES clients about possible delays and updates.
- Processing and following up on LONGINES customer queries and orders for watch repairs and spare parts/accessories.
- Generating order or repair documentation and matching with jobs prior to dispatch.
- Liaising with LONGINES Brand in Switzerland regarding LONGINES Swiss Repairs.
- Ensuring that deadline and response timeframes are respected at all times.
- Maintaining LONGINES customer database.
- Referring to LONGINES catalogues, directories, or databases to answer customer questions.
- Informing LONGINES Customer Care Manager of key issues.
- Collaborating with CS Operations Manager / CS Administration Supervisor regarding timing of services.
- Performing ad hoc duties as requested from management.
- Managing the loyalty voucher program (where applicable).
- Supporting E-commerce CS operations, including after-service customer service areas such as purchasing, returns, refunds, etc.
Qualifications and Skills
- At least 1 years of experience in Customer Service/ Customer Care Center preferred
- End-Consumer contact experience in the industry of luxury consumers goods or FMCG will be highly regarded
- Experience in front-line customer service and managing complaints through a variety of access channels
- Knowledge of SAP, Sales Force (or other order ticketing system) will be a strong asset
- Advanced level of ‘Local language’ (readiness to serve customers in this idiom)
- Excellent communication and problem-solving skills and attitude
- Readiness to learn technical specifications related to the watch industry
- Ability to work both in a team and on own initiative
- Very good organization and stress resistance
- Good English skills in written and verbal (Business Level)
- MS office skill – Excel/PPT/documentations/report