Resolution Specialist

Are you passionate about delivering exceptional customer service?

Do you thrive in a fast-paced environment? If so, we have the perfect opportunity for you

Watches of Switzerland Group, the leading luxury watch retailer in the UK, is currently seeking a Resolution Specialist to join our dynamic and customer-focused Hallmark team. As a Resolution Specialist, you will be responsible for resolving customer complaints in a timely and effective manner, ensuring that our customers are satisfied with the outcome and their experience with our brand.

Key responsibilities:

- Handle all customer complaints in a professional and empathetic manner, actively seeking to resolve the issue to the clients satisfaction
- Work closely with our retail and online teams to identify and resolve customer complaints in a timely manner
- Keep accurate records of complaints, identifying trends and opportunities for improvement
- Develop and maintain strong relationships with clients, suppliers, and internal stakeholders
- Provide regular feedback and insights to the wider business, helping to improve our products, services, and customer experience

To be successful in this role, you will need:

- Previous experience in a customer service or complaints handling role, ideally within a retail environment
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues alike
- A solution-focused mindset, with the ability to think creatively to resolve complex complaints
- Strong attention to detail, with the ability to multitask and manage your workload effectively
- A passion for delivering exceptional customer service, with a genuine desire to help our clients in any way possible