Customer Service Specialist

6 months ago

Manchester, United Kingdom SSC Watch & Jewelry Full time

**Position**:
**Customer Service Specialist (Bvlgari & Dior Watches)**

**Office based in Walkden, Manchester**

**Reporting to Customer Service Manager UK**

**Role mission**:

- To offer a customer focused, luxury, innovative service to our Bvlgari & Dior consumers
- Build strong communication channels with end clients and trade partners
- Register timepieces into our in-house system and generate accurate and detailed repair information

**Duties and Responsibilities**:

- To provide fast paced, quality communication relating to all aspects customer service
- Contact consumers to discuss their requests, offer a solution that makes the client feel unique and valued
- Provide clients with accurate information and advice regarding product repair and service required/provided
- Proactively deal with customer dissatisfaction in line with brand ethos and values
- Work closely with internal and external departments to obtain information to respond to client requests
- Effectively use in-house database and systems to process customer repairs and provide information
- Produce reports and provide customer information
- Effectively prioritise work load to effectively deliver results and escalate queries when necessary
- Build effective relationships with clients and retailers
- Work to a standard of excellence, meeting determined deadlines and SLA’s
- Develop and maintain product and systems knowledge including attending training sessions
- Oversee the watches being returned to HQ
- Develop technical brand knowledge and seek additional technical support where required to effectively respond to client enquiries
- Support areas in CS when required

**Profile**:
**Qualification, Experience and Skills Required**:
**Education**:

- GCSE, A Level or NVQ qualifications

**Professional Experience**:

- Knowledge of and ability to use various systems, Microsoft packages and produce reports
- Previous experience working with a luxury brand (preferable)

**Profile**:

- Excellent verbal and written communication skills
- To demonstrate brand passion
- Ability to prioritise and plan own workload
- Ability to respond positively and proactively to customer complaints and queries in a professional manner
- Able to remain calm, whilst working at a fast pace with a high degree of accuracy and attention to detail
- Flexibility to work to challenging, changing deadlines and work as part of a team
- Knowledge of brand values and luxury service
- Demonstrate an attitude of professionalism, conscientiousness and reliability

TAG Heuer is committed to equal opportunities, we foster and embrace diversity and inclusion within our teams. Qualified applicants will receive consideration without regard to race, colour, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, disability or any other legally recognised protected basis.

**Privacy Notice**:

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